Toronto, ON, Canada ● Virtual Req #8148
Tuesday, March 30, 2021
Ceridian. Makes Work Life Better™
This is our promise. Not only for our customers, but our employees as well.
Do you thrive in an innovative and exciting environment that’s continuously evolving? Ceridian is looking for fun, intelligent, team oriented people who believe in our values: Customer Focus, Shared Ambition, Agility, Transparency, Equity, and Optimism. Our workplace culture provides empowering programs for career growth and offers diversity and inclusion groups to support every person’s career journey. Ceridian employees have declared Ceridian a Great Place to Work® in 2019, a Glassdoor Best Places to Work in 2019, and one of Canada’s Top 100 Employers for the 16th consecutive year!
Find out why Ceridian is such a great place to work.
Location: This position is remote and can be located anywhere in Canada or the USA.
About the Position:
As a Sr. Manager of the Ceridian Technical Account Management organization for its fast growing Dayforce SaaS product, this individual will provide oversight, mentoring, coaching, and operational leadership for the premium account management services provided to clients. The Manager is hands-on with the Ceridian Dayforce product and demonstrates a sound technical aptitude in order to collaborate with R&D, Implementation, Professional Services, Support, Client Relationship Executives (CRE), and other key stakeholders ensuring client success and satisfaction. The Sr. Manager will lead a group of highly skilled TAMs and potentially a junior manager offering a billable premium service to Enterprise clients. This role will lead and/or contribute to the success of both Premium Service and CXI (Customer Experience Improvement) operations.
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 premium services in delivering client success in product solutions, who is keen to step into hands-on situations, and thrives in a highly collaborative and fast paced environment.
Manages senior TAM staff including TAM III and TAM IV
Builds and maintains the highest level of client partnership by developing relationships at senior and sponsorship contacts within the client organization
Grows the billable premium TAM service by introducing more rigor, consistency, and values to clients
Partners with Marketing and Sales to build a go-to-market strategy for premium TAM
Leads a virtual team in multiple time zones across North America and Europe to meet or exceed team performance metrics and annual business goals
Builds and reviews monthly performance dashboard results, determines area of improvements and address performance and operational risks
Provides coaching and mentoring to TAMs, and drives high employee engagement levels
Plans and builds out service capabilities, scalabilities, productivity, risk mitigation, and business continuity as per business needs
Leads special projects and initiatives that contribute to team and organizational goals
Responsible for the people management aspects of team, which includes hiring, training, coaching, mentoring, motivation, recognition and performance management
Partners with Support Management to continuously improve efficiency and quality of service to clients
Identifies opportunities for improvement and works with team to implement changes
Partners with Client Relationship Executive (CRE) organization to provide high level of customer experience in Enterprise segment
Works with CRE and Support Management to review, assess, and deliver short-term TAM engagement for customer stabilization and proactive opportunities
Identifies and engages other leaders and stake holders to enforce upstream improvement opportunities given lesson learned.
Collaborates with Marketing to assess advocacy and reference opportunities, and work with TAM organization to participate
Provides crisis management, incident and problem management, and escalation management
Leads team to define and deliver ROI and capture success stories through TAM Service
Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields
2 to 4+ years in a manager or leadership role, or 5+ years of account management experience
5 to 10+ years of support, education, consulting/implementation, or related professional experience
2+ years experience in Dayforce HCM application, demonstrating the ability to comprehend the application and assist team in technical-oriented discussions
Proven track record in motivating and leading a team of professional and technical staff to drive successful outcomes and accomplish key milestones timely and effectively
Ability to understand complex technical solutions and articulate in an easy-to-understand manner
Proven track recording in leading critical projects or critical business changes
Excellent organizational and communication skills
Proven track record in building a highly engaged, respected, and high performing team
Demonstrated ability to communicate vision, mandates, and plans to both internal team and other stake holders at leadership level
Ability to partner, negotiate, and collaborate with other key partners within Ceridian to drive business goals
Thorough understanding of Software-as-a Service (SaaS) business model and exposure to hosting and change management protocols
Occasional travel to client sites and other Ceridian offices as required, up to 20% a year
Ability to manage priorities and time in an agile and dynamic environment
Strong analytical ability to analyze available data and determine best course of action for team operation and customer service offerings
Knowledge in HCM domain such as workforce management, HR, payroll, taxes, benefits/PPACA
Strong understanding of Dayforce HCM solution
Prior experience in SaaS, Managed Services, or Hosting services is an asset
Strong knowledge in retail, manufacturing, or services industry
Ceridian 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 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. We encourage all individuals to apply for positions that fit their passions.
We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a @ceridian.com email directly from our organization.
Job Family Management Job Function Software Support Pay Type Salary