Note: The job is a remote job and is open to candidates in USA. Dayforce is a global human capital management company known for its award-winning Cloud HCM platform. The Senior Technical Account Manager delivers premium account management services to clients, ensuring seamless experiences and long-term success through collaboration with various teams and leveraging technical expertise.
Responsibilities
- Partner with the Customer Success Manager to drive overall customer success outcomes including value realization, customer growth, retention, and advocacy
- Understand the big picture and the business your customer is in – connect the dots and translate your customers’ business problems into a viable solution using Dayforce products and services
- Define and monitor key performance indicators and devise a technical strategy to accomplish and maintain them
- Analyze customer usage patterns and utilization of the software, develop a game plan to improve user experience, overall adoption and effort reduction
- Leverage domain and technical expertise to investigate functional and technical issues and deliver best practice recommendations and solutions
- Play an active role in ensuring that the integration of services and infrastructure architectures are designed and implemented to meet evolving business/operational requirements and standards for reliability, scalability and availability
- Plan, communicate, support, and drive Dayforce upgrade readiness
- Meet or exceed targeted Net Promoter Score (NPS) levels, TAM Services year over year growth and client retention metrics
- Leverage your strong communication skills to translate technical issues to non-technical counterparts and establish an exceptional level of trust and dependability
- Solicit customer feedback and partner with internal Dayforce teams to drive product and operational improvements
- Contribute meaningful content to monthly, quarterly and executive business reviews, including challenges, progress and achievements
- De-escalate technical issues effectively with some supervision, including critical issues with executive visibility
- Proactively engage internal and external key stakeholders to drive desired outcomes, anticipating and detecting issues and implementing safeguards to mitigate risks before they happen
- Act as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing clients’ expectations
- Participate or lead TAM team projects and initiatives
Skills
- Bachelor's degree in computer science, Engineering, or relevant software/computer related fields
- 3+ years of experience in Dayforce Support, Services, or related technical teams
- Proven HCM domain experience, specifically in at least two core modules (Payroll, Benefits, WFM and HR)
- Strong technical background with a proven ability to resolve highly complex business and integration challenges for enterprise level customers
- Strong understanding of relational database systems and advanced proficiency with SQL, XML, and XSLT
- Excellent judgement, exceptional problem resolution skills and the ability to balance multiple demands
- Ability to work under tight timelines and under pressure, evaluate risk independently and propose contingency plans
- Thorough understanding of Software-as-a Service (SaaS) business model and exposure to hosting and change management protocols
- Outstanding oral and written communication skills
- Comfortable with traveling internationally and has a valid passport
- Strong customer-centric mindset with a focus on delivering measurable value and satisfaction
- Collaborative team player who actively contributes to a supportive and high-performing work environment
- Self-motivated and proactive, with the ability to work independently and drive initiatives forward
- Results-oriented with a balanced approach to building relationships and achieving objectives
- Strategic systems thinker who approaches challenges with purpose, clarity, and decisiveness
- Communicates with authenticity, courage, and composure—even in high-pressure situations
- Relevant certifications such as ITIL Foundations, FPC, CPP, PMP, Lean Six Sigma
Benefits
- Dayforce employees and their families are eligible to participate in the following benefits programs: medical, dental, vison, and life insurance.
- Dayforce employees are also eligible to participate in a 401k plan (plus match) and a Global Employee Stock Purchase Plan.
- Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program.
- With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life.
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