AddressDayforce 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 Australia.
About the Opportunity
Tailored, value-focused technical advisory from Dayforce and industry experts who understand how Dayforce services and software can help achieve our business goals. The Technical Account Manager Senior is engaged at implementation and throughout the journey as the client's organization evolves.
What you’ll get to do
- Partner with the Customer Success Manager to establish and strengthen executive relationships
- 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 customer’s 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 your customer’s 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 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 independently and 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
- Acting as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer’s expectations
- Acting as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer’s expectations
Skills and experience we value
- Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields
- 3-5+ years of experience in Dayforce Consulting, Implementation, or related technical teams
- Proven HCM domain experience
- 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/or 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
- Relevant certifications such as ITIL Foundations, FPC, CPP, PMP, Lean Six Sigma
- Comfortable with traveling internationally and has a valid passport
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