Technical Account Manager - Retail

Ceridian Corporation Fountain Valley, CA
Job Description

Ceridian. Makes Work Life Better™

This is our promise. Not only for our customers, but our employees as well.

Ceridian is a cloud company powered by our people. As an innovative fast-growing global, human capital management (HCM) technology company, join us as we transform the world of work for millions of employees around the world. Our products help employees be paid on time, apply for promotions, grow their careers, and support their work/life fit. Our solutions and our people work together to help organizations control costs, save time, optimize their workforce, minimize risk, and grow their businesses. We are proud of our many recent accomplishments, which include setting a record in the TSX as the largest tech IPO in Canadian history, and having our leader recognized as a Top CEO by Glassdoor's Employees' Choice Awards for the third time.

Ceridian has not only invested heavily in cloud software development but in its people as well. Our workplace experience provides employees with empowering programs for career growth and includes diversity/inclusion groups to support every person's career journey. At Ceridian we not only work hard, but we play hard too. Each office has its own unique Fun at Work experience which includes events such as social hours, team building competitions, and other fun occasions for all employees to enjoy. We believe in giving back to the communities that we live in, by volunteering our time and contributing to our own charity foundation, Ceridian Cares. We also have a wide-range of flexible benefits to support our people's work life blend and meet their needs.

We are looking for fun, intelligent, team oriented people who believe in our values: Customer Focus, Transparency, Diligence, Optimism, and Agility.

Find out why Ceridian employees declare Ceridian a Great Place to Work® in 2018, a Glassdoor Best Places to Work in 2018, and one of Canada's Top 100 Employers for the 15th consecutive year!

About the Position

As a member of the Ceridian Customer Support organization for its fast growing Dayforce SaaS product, the Technical Account Manager (TAM) - Retail will provide tactical account management services to assigned key large enterprise clients and partner with Client Support Analysts to deliver top notch client-focused support. The TAM is hands-on with the Ceridian Dayforce product and demonstrates a strong technical aptitude in order to collaborate with R&D, Implementation, and other key stakeholders ensuring client success and satisfaction. In addition to managing day-to-day client incidents, the TAM responsibilities include: client escalation and relationship management, upgrade planning and coordination, resource and effort prioritization, and other proactive activities related to client success. The TAM is a skilled partner and a champion as client's voice and finds opportunities to develop a long term relationship with their customers by learning their business operations and optimizing the Ceridian solution to meet their 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 support, and thrives in a highly collaborative and fast paced environment. This role will work closely with our Retail client base; therefore, we are also looking for dedicated experience supporting Retail applications or technical experience working as an HR user/administrator in the Retail industry.

Job Description

* Maintain the highest level of client satisfaction by developing relationships at all levels within the client organization and delivering solutions.

* Meet or exceed targeted Net Promoter Score (NPS) levels

* Ensure adherence to Client Service Level Agreements (SLAs)

* Provide information about Ceridian product, updates, issues, workaround, and product release announcements

* Investigate functional and technical issues and deliver best practice recommendations to the client

* Plan, coordinate, and support application upgrades changes and hotfixes

* Solicit client feedback and work with internal partners to help drive product and operational improvements

* Partner with Support management to continuously improve efficiency and quality of service to clients

* Work closely with counterparts in Hosting, Development, Services and QA to drive issues to closure

* Provide status reports and account specific KPIs and metrics as required

* Establish recurring support targets and monitor performance

* Manage priorities and timely updates for ongoing incidents through the use of Support Portal and other tools

* Continually advocate for Clients and find new ways to add value to the Client experience

Job Requirements

* Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields

* 5+ years of support or consulting experience, with at least 2 years in a account management role; must have experience working with Retail applications or in a technical role within the retail industry

* Strong technical background with a proven ability to resolve highly complex issues

* Outstanding oral and written communication skills

* Proven ability to motivate and manage a team of analysts

* Excellent organizational and decision making skills

* Strong familiarity with Microsoft Technology (.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

Significant assets

* Workforce Management or payroll/benefits support experience

* C# / .NET / Silverlight / HTML5

* Prior experience in SaaS, Managed Services, or Hosting services is an asset

Ceridian combines the excitement of a startup environment, with the growth opportunities of a large organization. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success.

Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and embrace all individual and what makes them unique. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity, disability, national origin, race, sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We enthusiastically encourage all individuals to apply for positions that fit their passions. Come join our inclusive team and start collaborating with us on award winning projects!

Connect with us on Twitter @CeridianCareers or Facebook CeridianCareers

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.