Technical Account Manager

5 months ago

Canada Ceridian Full time

Ceridian is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.

**Location**: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada

About the Opportunity
As a member of the Ceridian Customer Success organization for its fast growing Dayforce SaaS product, the Technical Account Manager (TAM) will provide tactical account management services to assigned key large enterprise clients to deliver best-in-class experience. The TAM is a skilled partner and the client’s trusted advisor who finds opportunities by understanding their business operations and optimizing the Ceridian solution to meet their strategic goals and functional needs.
What you'll get to do
- Maintain the highest level of client satisfaction by developing relationships at all levels within the client organization to achieve desired outcomes
- Continually advocate for client and find new ways to add value to their Dayforce experience
- Increase client adoption and utilization of Dayforce to maximize client ROI
- Meet or exceed targeted Net Promoter Score (NPS) levels and client retention metrics
- Ensure adherence to Client Service Level Agreements (SLAs)
- Provide detailed information about Ceridian products, updates, issues, workarounds, and release announcements
- Investigate functional and technical issues and deliver best practice recommendations to the client based on their objectives
- Solicit client feedback and leverage internal partners to drive product and operational improvements
- Partner and facilitate discussions with Support Management, Client Relationship Executives, and third-party vendors to continuously improve efficiency, quality of service, drive issues to closure and mitigate risk.
- Drive results and outcomes specific to client KPIs reported monthly, to communicate progress and improvement opportunities, and take appropriate actions when performance metrics are not met.
- Understanding client’s priorities, you can take highly technical escalations & issues and translate them into an actionable client remediation plan.
- Assist with crisis and escalation management as needed for urgent client issues, ensuring timely updates for ongoing incidents through partnership with internal stakeholders.
- Establish, nurture, and maintain strong relationships, internal and external to influence decisions.
- Implement, drive and measure progress of Service Improvement Plans for client challenges and dissatisfiers by identifying success criteria execute of action plan.

Skills and Experience We Value
- Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields
- 3-5 years of support, education, or consulting/implementation experience on the Dayforce HCM platform
- 3-5 years of large account/Enterprise account management experience in a SaaS model
- 3-5 years of proven domain knowledge in two or more HCM areas (Workforce Management, HR, Payroll, Benefits, Recruiting, Performance management)
- Strong technical background with a proven ability to resolve highly complex issues
- Outstanding oral and written communication skills
- Proven track record to assemble and influence team members to resolve service improvement issues
- Excellent organizational and decision-making skills
- Ability to work under tight timelines and under pressure, evaluate risk independently and propose contingency plans
- Deep familiarity with Microsoft Technologies (.Net / Windows Server / SQL Server)
- Thorough understanding of Software-as-a Service (SaaS) business model and exposure to hosting and change management protocols
- Occasional travel to client sites is required

What would make you stand out
- Multiple levels of HCM domain experience (Workforce Management, HR, Payroll, Benefits)
- Dayforce HCM solution (all modules) / C# /.NET / Silverlight / HTML5
- Prior experience in SaaS, Managed Services, or Hosting services is an asset
- Six Sigma, Kaizen or Agile designation

What’s in it for you
Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
Ceridian encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitmen

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