Your work days are brighter here.
We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.
About the Team
The Technical Account Management (TAM) team provides a proactive and personalised support experience for customers that require a higher level of engagement. TAMs will act as the Support primary point of contact for the customer and will also be their advocate within Support and other Workday internal teams.About the Role
Workday Support is looking for a dedicated, and determined leader for our Technical Account Management team for EMEA. This person will focus on leading a team of technical and dedicated individuals (TAMs) supporting customers across all different segments and industries. This role requires shown leadership experience, excellent interpersonal skills, including but not limited to C-Level executives, as well as strong technical background and the ability to strategically and tactically navigate the challenges with large and sophisticated customers.
A true customer centric demeanor and problem solving expertise, will enable this leader to provide the direction and insight needed to the TAMs on this team, to unblock any issues and create outstanding experiences to our customers.
You will:
Lead a team responsible for building strong customer relations
Be responsible for hiring, coaching, developing, training, and skills management of the team.
Build and nurture the growth of a cohesive team which includes resources that are co-located as well as virtual
Review customer pipeline, identify potential customer candidates for our service and assist Sales in customer conversations
Closely collaborate with the Global Support teams and their leadership to provide a superb experience to our Workday Success Plans Accelerate Plus and WSP Technical Account Management customers
Establish strong working relationships with customer-facing teams (Account Executives, Managing Partners, CSMs, Advisory Services)
Guide the team on raised and sophisticated issues, with effective use of resources, and handle the communications and expectations within Workday and with the client
Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems
Work with the team to drive continuous improvement initiatives for Workday Success Plans Accelerate Plus and WSP Technical Account Management customers
Lead by example to nurture and maintain Workday's culture and uphold our core values
Become an expert in Workday's Architecture to support the team and their customers as needed
Participate in our 24X7 global coverage plan.
About You
Basic Qualifications
BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
Senior Manager, Technical Account Management
8+ years validated experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial systems (SaaS preferred) with a minimum of 5+ years in a supervisory role
Confirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar in a SaaS environment
5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.
Other Qualifications:
Confirmed capability of delivering on departmental goals.
Excellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPS.
A customer-first mentality, ability to appropriately prioritise and raise customer issues.
Established history of optimally leading critical issues through resolution at both the business owners and executive levels.
Teammate with ability to engage and influence across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management) gaining consensus from multifaceted collaborators to develop action plans in areas where there is no direct owner due to the environment complexity.
Demonstrated leadership skills and excellent communications with high-level customers. Experience interacting at C-Level.
Ability to champion change and navigate ambiguity through dedication with an action-orientation approach.
A reputation for fairness, dependability, and adherence to high ethical standards.
A track record of successful performance management in a hyper-growth environment.
Strong analytical and problem-solving skills.
Ability to read, anticipate and assess high stress situations quickly.
Ability to listen to feedback and come up with improvement plans.
This position is based in the Workday Pune office. Candidates must be willing to relocate to Pune.
Candidates will be expected to work EMEA shift hours: 01:30PM - 10:30PM (EMEA Daylight Time) / 02:30PM - 11:30PM IST (EMEA Standard Time) to support our EMEA customers.
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
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