Technical Account Manager

Ceridian 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 brand promise – Makes Work Life Better™ – is the commitment we make to our employees, our customers and their employees, our partners, and to the communities we operate in around the world. As the pace of change accelerates, our modern technologies help our customers adapt, evolve, and win in today’s borderless, flexible, and skills-based work world.

Dayforce is Ceridian’s award-winning cloud HCM platform. Its single solution, single database, and single continuous calculation engine helps customers achieve increased efficiencies, productivity, and best-in-class compliance. Dayforce is the people platform for the global workforce.

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada

About the Opportunity

As a member of the Ceridian Customer Success organization for its fast growing Dayforce SaaS product, the Technical Account Manager (TAM) will provide tactical account management services to assigned key large enterprise clients to deliver best-in-class experience. The TAM is a skilled partner and the client’s trusted advisor who finds opportunities by understanding their business operations and optimizing the Ceridian solution to meet their strategic goals and functional needs.

The TAM is hands-on with the Ceridian Dayforce product and demonstrates a strong technical aptitude to collaborate with R&D, Implementation, and other key stakeholders ensuring client success and satisfaction. 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

• Maintain the highest level of client satisfaction by developing relationships at all levels within the client organization to achieve desired outcomes
• Continually advocate for client and find new ways to add value to their Dayforce experience
• Increase client adoption and utilization of Dayforce to maximize client ROI
• Meet or exceed targeted Net Promoter Score (NPS) levels and client retention metrics
• Ensure adherence to Client Service Level Agreements (SLAs)
• Provide detailed information about Ceridian products, updates, issues, workarounds, and release announcements
• Investigate functional and technical issues and deliver best practice recommendations to the client based on their objectives
• Plan, coordinate, and support application upgrades, changes, and hotfixes
• Solicit client feedback and leverage internal partners to drive product and operational improvements
• Partner and facilitate discussions with Support Management, Client Relationship Executives, and third-party vendors to continuously improve efficiency, quality of service, drive issues to closure and mitigate risk.
• Drive results and outcomes specific to client KPIs reported monthly, to communicate progress and improvement opportunities, and take appropriate actions when performance metrics are not met.
• Understanding client’s priorities, you can take highly technical escalations & issues and translate them into an actionable client remediation plan.
• Assist with crisis and escalation management as needed for urgent client issues, ensuring timely updates for ongoing incidents through partnership with internal stakeholders.
• Establish, nurture, and maintain strong relationships, internal and external to influence decisions.
• Implement, drive and measure progress of Service Improvement Plans for client challenges and dissatisfiers by identifying success criteria execute of action plan.

What's in it for you

• Encouragement to be the best version of yourself at and away from work:
• YOUnity diversity and inclusion programs
• Amazing time away from work programs
• Support for your total well-being through our “Wellness at Ceridian’ programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
• Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and Experience We Value

• Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields
• 3-5 years of support, education, or consulting/implementation experience on the Dayforce HCM platform
• Advanced proficiency with application interfaces using XML and XLST
• 3-5 years of large account/Enterprise account management experience in a SaaS model
• 3-5 years of proven domain knowledge in two or more HCM areas (Workforce Management, HR, Payroll, Benefits, Recruiting, Performance management)
• Strong technical background with a proven ability to resolve highly complex issues
• Outstanding oral and written communication skills
• Proven track record to assemble and influence team members to resolve service improvement issues
• Excellent organizational and decision-making skills
• Ability to work under tight timelines and under pressure, evaluate risk independently and propose contingency plans
• Deep familiarity with Microsoft Technologies (.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

What would make you stand out

• Multiple levels of HCM domain experience (Workforce Management, HR, Payroll, Benefits)
• Dayforce HCM solution (all modules) / C# / .NET / Silverlight / HTML5
• Prior experience in SaaS, Managed Services, or Hosting services is an asset
• Six Sigma, Kaizen or Agile designation

#Li-Remote

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.

About the Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

The range provided is in Canadian Dollars.

Fraudulent Recruiting

If you are contacted by someone who uses any other email domain, despite their use of our company logo or company name in their social media handle/profile, the contact could be fraudulent. Please also note, Ceridian will not request or send money and/or a check at any time during the recruiting or hiring process, ask you to order any equipment or supplies, or ask for any sensitive personal data, such as National ID numbers, via email or phone. Sensitive personal data is only collected post-hire, via new hire forms directly in Dayforce.

Other details

• Job Family Technical Job Function Customer Service Pay Type Salary Min Hiring Rate $66,780.00 Max Hiring Rate $109,710.00.