Technical Account Manager - Virtual, United States

About Us

WorkForce Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and optimal performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.

Over one thousand organizations with more than 4 million users in over 80 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.

The Technical Account Manager will work with our most valuable Customers managing and supporting the day-to-day support activities associated with care and maintenance of our solution. The Technical Account Manager is responsible for ensuring onboarding is completed successfully for each assigned Customer.

The Technical Account Manager is expected to be a seasoned professional with prior experience in a Customer Support/Success leadership role.

Responsibilities

• Primary point of contact responsible for overseeing all product issues, escalations, and questions related to WorkForce product support.
• Collaborating with the WorkForce Continuous Services Team to create strategic relationships with targeted customers; providing advice, support, and solutions, enabling our customers to gain maximum value with our products
• Foster successful customer relationships, working strategically with our Customers and the WFS Continuous Services team members to coordinate and conduct monthly support performance review meetings
• Ensure WorkForce is delivering on our commitments and customer expectations including SLAs, open issues, enhancements, and other communications. 
• Conduct Customer onboarding meetings to review customer expectations of WorkForce support and define key integration points for processes for Customer support team
• Define and document any unique customer requirements (e.g., regional support teams, clock depots, training)
• Establish required communication channels between WorkForce and Customer support
• Prepare customer for go-live review approval and post go-live readiness
• Work closely with our Global Services teams to ensure successful implementations of our products and provide a single point of contact to identify risks and mitigation plans with our customers and internal WFS teams to resolve issues and minimize customer impact
• Conduct regular incident and project reviews to monitor health of WFS customers and drive process and technical changes to improve KPIs
• Partner with the Account Relationship Manager on issues including Customer satisfaction, future needs as well as identify potential upselling opportunities

Requirements

• 5+ years prior experience working in a Customer Support/Success leadership role
• Experience working in the HR or workforce management industry preferred
• Excellent communication skills both written and verbal, with the ability to present complex issues to multi-level audiences throughout the company and customer executives.
• Ability to balance both Analytic and Creative problem solving
• Knowledgeable of and understands common incident management principles and lifecycle
• Capability to exercise mature judgement
• Excellent customer relationship management and business acumen

Travel

• None

Education

• Bachelor’s degree or equivalent experience
• ITIL V4 Foundation certification preferred
• HDI Certification a plus

Why You Should Join the WorkForce Team?

• Unlimited PTO
• Flexible Hours / Work from Home Policy
• 401k with Company Match
• Performance Bonus
• Career Development and Training – Be the CEO of your career!
  • Company paid LinkedIn Learning subscription.
• Diversity, Equity, and Inclusion Initiatives including committees such as:
  • Women for Inclusion
  • Age: Unity Beyond Years
  • Racial Equality/Discrimination
  • Mental and Physical Ability
  • WorkForce Pride Network
  • Global Perspectives
  • Band of Veterans
• Health and Wellness / Gym Reimbursement
• Full Comprehensive Health Benefit Package
• Parental Leave
• Community Outreach Programs and Charitable Support

This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.

WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department at careers@workforcesoftware.com, 1-833-987-3831.

WorkForce Software is an Equal Opportunity Employer.

Compensation$80,000 USD Annually to $100,000 USD Annually Plus Bonus