Sr. Technical Account Manager

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 prom ise - Makes Work Life Better ™ - Reflec ts our commitment to employees, customers, partners and communities globally.

About the opportunity

As a member of the Dayforce organization, known for its fast-growing SaaS product, the Senior Technical Account Manager (Sr. TAM) will provide premium account management services to assigned clients and partner with Client Support Analysts to deliver best-in-class support. The Senior TAM is hands-on with the Dayforce product and demonstrates a strong technical aptitude to collaborate with R&D, Implementation, Professional Services, and other key stakeholders, ensuring client success and satisfaction.

In addition to managing day-to-day client incidents, the Senior TAM’s responsibilities include relationship management, defining and delivering the customer success plan, identifying improvement opportunities and recommending best practices, architecting effective application solutions, incident and problem management, upgrade planning and coordination, escalation and crisis management, resource and effort prioritization, and other activities that drive client success. 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 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, and 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.
• Act as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing the client’s expectations.
• Participate in or lead team projects and initiatives.
• Collaborate and lead initiatives cross-functionally.
• Support new hires during onboarding and provide 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 Consulting or Implementation.
• 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/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 the 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 a good balance of relationship and task orientation.
• Systems thinker, purposeful and decisive.
• Communicates with authenticity, courage, and composure.