Senior Technical Account Manager

About Dayforce

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 Better™ – reflects our commitment to employees, customers, partners, and communities globally.

Please note: Effective November 1, 2025, this position is not open to residents of Quebec; applicants must reside in a province or territory of Canada other than Quebec to be considered. Any roles available in Quebec will be posted separately.

About The Opportunity

As a member of the Dayforce organization, known for its fast-growing SaaS product, the Senior Technical Account Manager provides premium account management services to assigned clients and partners with Client Support Analysts to deliver best-in-class support. The Senior TAM is hands-on with the Dayforce product and demonstrates strong technical aptitude, collaborating with R&D, Implementation, Professional Services, and other stakeholders to ensure client success and satisfaction. In addition to managing day-to-day client incidents, this role includes relationship management, defining and delivering customer success plans, identifying improvement opportunities, recommending best practices, architecting effective solutions, managing incidents and problems, coordinating upgrades, leading escalations, prioritizing resources, and driving overall client success. The Senior TAM serves as a trusted advisor, building long-term relationships by understanding customer operations and optimizing the Dayforce solution to meet strategic goals and functional needs. This is an exciting opportunity to join a rapidly growing innovator in next-generation Human Capital Management solutions.

What You’ll Get To Do

• Partner with the Customer Success Manager to establish and strengthen executive relationships.
• Drive customer success outcomes including value realization, growth, retention, and advocacy.
• Translate customer business challenges into viable Dayforce solutions.
• Define and monitor KPIs and develop technical strategies to achieve and maintain them.
• Analyze usage patterns to improve adoption, user experience, and operational efficiency.
• Investigate functional and technical issues and deliver best practice recommendations.
• Ensure integration services and infrastructure architectures meet reliability, scalability, and availability standards.
• Plan, communicate, and drive Dayforce upgrade readiness.
• Meet or exceed Net Promoter Score (NPS) and retention targets.
• Translate technical issues for non-technical stakeholders to build trust and credibility.
• Gather customer feedback and collaborate internally to drive product and operational improvements.
• Contribute to monthly, quarterly, and executive business reviews.
• De-escalate technical issues independently, including executive-level escalations.
• Proactively identify risks and implement safeguards to prevent issues.
• Act as a customer advocate while managing expectations effectively.
• Lead or participate in cross-functional initiatives and team projects.
• Support onboarding and mentorship of new hires and colleagues.

Skills And Experience We Value

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 3–5+ years of experience in Dayforce Consulting, Implementation, or related technical roles.
• Proven HCM domain experience in at least two core modules such as Payroll, Benefits, WFM, or HR.
• Strong technical background with experience resolving complex enterprise business and integration challenges.
• Advanced proficiency with relational databases, SQL, XML, and/or XSLT.
• Strong problem-solving skills and ability to balance multiple priorities.
• Ability to work under tight deadlines, assess risk independently, and propose contingency plans.
• Understanding of SaaS business models and exposure to hosting and change management protocols.
• Excellent written and verbal communication skills.
• Ability to engage confidently with senior stakeholders.
• Relevant certifications such as ITIL Foundations, FPC, CPP, PMP, or Lean Six Sigma.
• Willingness and ability to travel internationally.

What Would Make You Stand Out

• Strong executive presence with demonstrated success managing strategic enterprise accounts.
• Proven ability to drive measurable improvements in adoption and customer outcomes.
• Experience leading high-impact escalations and crisis management scenarios.
• Systems-thinking mindset with the ability to connect operational and technical dependencies.
• Authentic, composed communicator who builds trust across all levels of an organization.
• Strong balance of relationship management and results-driven execution.

Key skills/competency

• Technical Account Management
• Client Relationship Management
• SaaS HCM Solutions
• SQL & XML/XSLT Proficiency
• Customer Success Strategies
• Incident & Problem Management
• Stakeholder Collaboration
• Risk Management
• Strategic Advising
• Dayforce Product Expertise