Dayforce 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: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as at the closest office location.
About The Opportunity
As a key member of the Dayforce organization, renowned for its rapidly growing SaaS product, the Senior Technical Account Manager (Sr. TAM) delivers premium, high-touch account management services to assigned clients. In this role, the Senior TAM partners closely with Client Support Analysts to provide best-in-class support ensuring seamless client experiences and long-term success.
The Senior TAM takes a hands-on approach with the Dayforce product, leveraging a strong technical aptitude to drive proactive solutions and optimize platform usage. They collaborate with Product & Technology, Implementation, Value-Added Services, Application Support, and other key stakeholders to enhance client satisfaction and maximize ROI. This role requires a strategic mindset, technical expertise, and a client-centric approach to help organizations fully realize the value of their Dayforce investment.
The Senior TAM is a skilled partner and the client’s trusted advisor and finds opportunities to develop a long-term relationship with customers by understanding their business operations and optimizing the Dayforce solution to meet their strategic goals and functional needs.
This is an excellent opportunity to join a rapidly growing leading innovator in next-generation Human Capital Management solutions in a challenging and rewarding role. The ideal candidate is highly energetic, passionate about client management, and thrives in a highly collaborative and fast-paced environment.
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 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 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.
- Act as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing clients’ expectations.
- Participate or lead team projects and initiatives.
- Collaborate and lead initiatives cross functionally.
- Support new hires during onboarding, ongoing mentorship for colleagues.
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 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.
- Confidence and credibility with senior stakeholders.
- Relevant certifications such as ITIL Foundations, FPC, CPP, PMP, Lean Six Sigma.
- Comfortable with traveling internationally and has a valid passport.
- Customer-focused mindset with a dedication to delivering value and satisfaction.
- Team player who fosters collaboration and contributes to a positive work environment.
- Self-starter and able to work with minimal supervision.
- Results driven with good balance of relationship and task orientation.
- Communicates with authenticity, courage and composure.
What’s in it for you
Dayforce 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.
We encourage individuals to apply based on their passions.
Dayforce 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 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. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
