Technical Account Manager / TAM - Salesforce

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Job Category

Customer Success Group

Job Details

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1-1-1 model, which leverages 1% of our time, equity, and product to improve communities around the world.

Join our EMEA team of Technical Account Managers who love to solve customer challenges together. Building strong trust-based relationships, working hand in hand with Salesforce’s biggest customers in an energetic and fun environment. The team is growing fast and we are looking for passionate professionals to join the Salesforce family. Being part of our TAM community opens up opportunities for personal development and career progression. We collaborate closely with teams of experts on innovative and cutting-edge technology, in an ever-evolving environment, to support large-scale, enterprise-level accounts.

Role Description:

As a Technical Account Manager (TAM), you will have the responsibility for partnering with a small number of assigned accounts to improve their overall technical and operational health. You will help the customer navigate through proactive and reactive support services to drive technical customer success and ultimately value. You should have a track record in translating complex technical issues and driving service maturity through strong partnerships.

Being the trusted advisor for our most strategic customers is essential, building a comprehensive knowledge of the Salesforce platform. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share technical best practices, and adoption of proactive services.
In major incidents you will act as a point of contact, managing the customer’s expectations and communications to all levels of stakeholders.

The Salesforce magic is our culture of Trust, Customer Success, Equality and Inclusion, where we win as a “We” not a “Me”. Take an active part in the team, driving energy through change, meeting and exceeding expectations while helping others to do so. At the core of every successful TAM is the ability to build strong trust-based relationships, gaining enjoyment through complex challenges to help customers do more while exhibiting a growth mindset. Trusted relationships form the cornerstone of every engagement with the ability to collaborate and clearly communicate and to learn new technologies quickly.

The TAM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

Responsibilities

As a TAM, your main role will be to orchestrate the entire Signature Success Support Experience for your customers and their wider teams, including their partners. Become part of your customer’s Salesforce team and partner with them to provide recommendations, insights, and expert guidance tailored to their deployment:

• Develop a trusted relationship with key technical and business stakeholders armed with best practices for enterprise architecture and become an expert on a customer’s implementation by understanding top business goals and priorities

• Understand customer trends, analyse patterns and identify action plans with a focus on critical issues prevention and risk mitigation

• Oversee and orchestrate the Proactive Services Program leveraging our 24x7 monitoring and solution analysis trends and insights

• Advocate for customers’ priorities internally within Salesforce while proactively working with the Salesforce R&D, Infrastructure & Product teams on technical issues, product roadmap changes, new feature requests, technical hurdles, etc

• Contribute and collaborate internally with the Salesforce team, share knowledge and best practices with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical or process areas

• Attend Customer development or project meetings to listen and weigh in on best practice use of the platform and environments

• Act as a point of contact for all Support-related post-sales activities (pre-implementation through steady-state and renewal) and orchestrate all Salesforce teams’ efforts to ensure the highest levels of customer satisfaction

• Collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions

Skills

To be successful in this role, the following experience is preferred:

• Experience in a customer-facing role, interfacing with executive stakeholders, supporting customer technical implementations or transformation programs

• Comfortable with working autonomously and as part of a remote team

• Ability to effectively lead efforts to navigate, escalate and manage technically complex customer requests or projects involving multiple parties and high volumes of transactions/load in distributed enterprise systems

• Strong communication skills with demonstrated ability to effectively communicate and influence at all levels of the internal organisation and with the customer

• Have some understanding of database, application, and network technologies used in Cloud Computing (i.e. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy), and internet technologies (i.e firewalls, web servers, web proxy servers, application servers, CDN, DNS). For example, some of the technology we use includes:

  • Object-Oriented design and core programming concepts

  • XML, server-to-server web services (SOAP)

  • Front-end web tier technology (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development

Attributes

• Ability to prioritise, multi-task, and perform effectively under pressure

• Faculty to learn quickly and adapt to change

• Technologically savvy

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