Senior Technical Account Manager

• Work with our largest strategic accounts to build strong relationships while overseeing multiple accounts simultaneously
  

• Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
  

• Become an expert in our Architecture and leverage it on all engagements as needed
  

• Demonstrate competency in our products: HCM, Payroll, Financials-Review upcoming customer events and planned production activities to identify potential problems, then plan and execute solutions
  

• Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues-Own and drive escalated issues blocking production success
  

• Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems-Carry out regular review of customer cases to identify trends
  

• Champion and advocate for customers with internal and external stakeholders-Manage challenging situations in a fast paced environment
  

• Chair roundtables to ensure close communication and relationship building with key stakeholders
  

• Serve on and actively participate in customer steering committee meetings
  

• Drive customer self-sufficiency by ensuring their customers understand how to engage with our Support organization and leverage tools
  

• Pilot new programs and drive continuous improvement initiatives for production customers-Travel occasionally up to 25% of the time (adjust depending on region)-Participate in our 24x7 program
  

Requirements

Basic Qualifications:

• BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen

• 7+ years of experience in product support, customer success, account management or consulting for a complex B2B enterprise software solution

• 5+ years of experience successfully implementing or managing a complex SaaS solution and working with large enterprise accounts

• Must speak and write Japanese and English fluently

Other Qualifications:

• Working experience with at least one of the following business areas preferred: Human Resources, Payroll, Time Tracking, Recruiting, Financials

• History of successful issue resolution and escalation management skills at all levels, including executive.

• Strong leadership and stakeholder management abilities, with C-level engagement experience.

• Collaborative team player with cross-functional engagement skills.

• Excellent communication (verbal, presentation, written) and meeting facilitation skills.

• Ability to quickly assess and navigate high-stress situations.

• Strong planning, organization (project management a must), analytical, problem-solving, and multitasking skills.

• Ability to work independently, adapt quickly, and maintain a positive attitude.