Posted 6 days ago
Principal Technical Account Manager
Ceridian - New Canada, NS
Dayforce 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 award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.

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 Dayforce Customer Success organization for its fast growing Dayforce SaaS product, the Principal 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 Dayforce solution to meet their strategic goals and functional needs. The TAM is hands-on with the Dayforce product and demonstrates a strong technical aptitude to collaborate with Product & Technology, 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
  • Partner with the Customer Success Manager to establish and strengthen executive relationships
  • Drive overall customer success outcomes including value realization, customer growth, retention, and advocacy
  • 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 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
  • Deescalate technical issues independently and effectively with some 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
  • Acting as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer's expectations
  • Participate or lead team projects and initiatives
  • Collaborate and lead initiatives cross functionally
  • Support new hires during onboarding, ongoing mentorship for colleagues


Skills and experience we value
  • Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields
  • 5+ years of experience in Dayforce Consulting, Implementation, or related technical teams
  • Proven HCM domain experience, specifically in
  • Strong technical background with a proven ability to resolve highly complexbusiness and integration challenges for enterprise level customers
  • Strong understanding of relational database systems and advanced proficiencywith 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, confidenceand credibility with senior stakeholdersin the business and externally
  • Proven ability to motivate, influence and lead discussions with senior stakeholder 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


What would really make you stand out
  • Customer-focused mindset with a dedication to delivering value and satisfaction
  • Team player who fosters collaboration and contributes to a positive work environment
  • Self-starter and able to work with minimal supervision
  • Results driven with good balance of relationship and task orientation
  • Systems thinker, purposeful, and decisive
  • Communicates with authenticity, courage, and composure

#LI-Remote

What's in it for you

Dayforce 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 encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

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.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an [redacted] or [redacted] email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud