Dayforce · 2 weeks ago
Principal Technical Account Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$102K/yr - $181K/yr
5+ years expDayforce is a global human capital management company headquartered in Toronto and Minneapolis, known for its award-winning Cloud HCM platform. The Principal Technical Account Manager will deliver high-touch account management services, providing executive-level guidance and ensuring seamless client experiences for complex accounts.
Computer Software
Responsibilities
Partner with the Customer Success Manager to drive overall customer success outcomes including value realization, customer growth, retention, and advocacy
Provide executive-level guidance, shaping long-term technical strategy, and serving as a trusted advisor to customers
Understand the big picture and the business your customer is in – connect the dots and translate your customer’s business problems into a viable solution using Dayforce products and services
Define and monitor key performance indicators and devise a technical strategy to accomplish and maintain them
Analyze your customer’s usage patterns and utilization of the software, develop a game plan to improve user experience, overall adoption and effort reduction
Leverage domain and technical expertise to investigate functional and technical issues and deliver best practice recommendations and solutions
Play an active role in ensuring that the integration of services and infrastructure architectures are designed and implemented to meet evolving business/operational requirements and standards for reliability, scalability and availability
Plan, communicate, support, and drive Dayforce upgrade readiness
Meet or exceed targeted Net Promoter Score (NPS) levels, TAM Services year over year growth and client retention metrics
Leverage your strong communication skills to translate technical issues to non-technical counterparts and establish an exceptional level of trust and dependability
Solicit customer feedback and partner with internal Dayforce teams to drive product and operational improvements
Contribute meaningful content to monthly, quarterly and executive business reviews, including challenges, progress and achievements
De-escalate technical issues effectively with minimal supervision, including critical issues with executive visibility
Proactively engage internal and external key stakeholders to drive desired outcomes, anticipating and detecting issues and implementing safeguards to mitigate risks before they happen
Serve as an objective customer advocate within the business, influencing outcomes while managing customer expectations
Coordinate regional TAM support for global customers, ensuring a seamless and consistent experience
Anticipate customers' future needs and provide comprehensive industry, vertical, and geographic insights based on both external and internal data. Recommend product and process improvements to the business
Support new TAM hires during onboarding, provide ongoing mentorship to colleagues, facilitate peer learning opportunities, and contribute to the continuous upskilling of the TAM team
Lead or contribute to cross-functional initiatives that advance strategic objectives, fostering collaboration and clear communication across teams to ensure alignment and successful execution
Qualification
Required
Bachelor's degree in computer science, Engineering, or relevant software/computer related fields
5+ years of experience in Dayforce/HCM Consulting, Implementation, or related technical teams
Proven HCM domain experience, specifically in at least three core modules (Payroll, Benefits, WFM and HR)
Strong technical background with a proven ability to resolve highly complex business and integration challenges for enterprise level customers
Strong understanding of relational database systems and advanced proficiency with SQL, XML, and/or XSLT
Excellent judgement, exceptional problem resolution skills and the ability to balance multiple demands
Ability to work under tight timelines and under pressure, evaluate risk independently and propose contingency plans
Thorough understanding of Software-as-a Service (SaaS) business model and exposure to hosting and change management protocols
Outstanding oral and written communication skills
Executive presence, confidence and credibility with senior stakeholders in the business and externally
Proven ability to motivate, influence and lead discussions with senior stakeholders to ensure we are achieving the desired client outcomes
Relevant certifications such as ITIL Foundations, FPC, CPP, PMP, Lean Six Sigma
Comfortable with traveling internationally and has a valid passport
Benefits
Excellent time away from work programs
Comprehensive wellness initiatives
Recognition through competitive pay and benefits
Volunteer days
Dayforce Cares
Company
Dayforce
Dayforce makes work life better.
5001-10000 employees
H1B Sponsorship
Dayforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
Funding
Current Stage
Late StageLeadership Team
Jeremy Johnson
Chief Financial Officer
Aimee Melgar (she/her)
VP, Global Partner Strategy and Programs
Company data provided by crunchbase