Technical Account Manager Prin

About the opportunity

As a key member of the Dayforce organization, renowned for its rapidly growing SaaS product, the Principal Technical Account Manager (TAM) delivers premium, high-touch account management services to a portfolio of high-value, complex accounts. In this role, the Principal TAM partners closely with Customer Success Managers and Support Analysts to provide best-in-class support ensuring seamless client experiences and long-term success. The TAM provides executive-level guidance, shaping long-term technical strategy, and serving as a trusted advisor to our most strategic customers.

The Principal TAM operates as a cross-functional lead, working closely with Customer Success, Product & Technology, Support, Implementation, and Value-Added Services to ensure client success at scale. With deep domain knowledge and technical expertise, they proactively identify risks and opportunities, guide platform optimization, and deliver strategic recommendations that drive operational efficiency, compliance, and business value.

This role requires strong thought leadership, influencing skills, and a proactive, consultative mindset. The Principal TAM not only understands the intricacies of Dayforce functionality but also the broader business context of each client, enabling them to align Dayforce capabilities to evolving organizational goals and industry trends.

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 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.

Skills and experience we value

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

What would make you stand out

Essential Personal Attributes & Behavioral Traits

Strong customer-centric mindset with a focus on delivering measurable value and satisfaction.

Collaborative team player who actively contributes to a supportive and high-performing work environment.

Self-motivated and proactive, with the ability to work independently and drive initiatives forward.

Results-oriented with a balanced approach to building relationships and achieving objectives.

Strategic systems thinker who approaches challenges with purpose, clarity, and decisiveness.

Communicates with authenticity, courage, and composure—even in high-pressure situations.