Senior Manager, Technical Account Management, Salesforce

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Are you a driven and diligent leader with a passion for helping clients achieve their maximum potential? The Salesforce Signature Support team is currently seeking a Senior Manager to lead our rapidly growing EMEA Technical Account Manager team. In this role, the TAM Manager will take ownership for leading and developing a team of Technical Account Managers and ensuring that our clients are receiving the highest level of service possible. The Manager will work closely with our most strategic customers, forging relationships and demonstrating their comprehensive knowledge of our Salesforce platform.

The TAM leader will be able to translate complex technical issues into tangible solutions, and be comfortable liaising with both business and IT stakeholders. They will also collaborate with account partners and product teams to develop best practices and ensure that renewals are seamlessly handled.

In addition to leading their team to success, the Manager will play a key role in Product and Technical Red Account management and resolution and actively contribute to the success of the local and wider management teams. They will be responsible for driving the team's performance through constant feedback and performance reviews, and defining critical metrics and holding the team accountable for achieving them. Ultimately, the TAM Manager will be responsible for the recruitment of additional members to the team and ensuring their development.

Experience/Skills Required

As the successful candidate you will be a great collaborator, enjoy working hard, exhibit integrity, and be dedicated to going above and beyond expectations. You will enjoy building relationships, have excellent collaboration skills, and be able to learn new technologies quickly and use your time efficiently.

• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competences for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Technical Support
• Experience leading a technical or consultants team in the enterprise software space, providing direct oversight to engagement results and overall health, as well as direct alignment to customer executive partners.
• Experience leading distributed and multicultural teams
• Lead performance reviews and drive career discussions with the team
• Experience in dealing with large, complex, distributed systems scale business.
• Comfortable in dealing with IT systems that support end to end business processes across the customers’ value chain
• Navigate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level
• Ability to prioritise, multi-task, and perform effectively under pressure
• Skilled in analysing technical concepts and translating them into business terms and for mapping business requirements into technical features
• Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications and automation
• Knowledge of the software development process and of software design methodologies (coding experience useful, but not required)
• Travel up to 10%

Experience/Skills Desired

• Salesforce product certifications are a bonus, but not essential - (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant)
• Enterprise Architecture Experience is a plus
• Solid understanding of Customer Support Processes
• Second language is a benefit

Attributes

• Effective leader with the ability to drive and motivate a technical team
• Calm, organised, positive and can do attitude
• Results-focussed, tenacious, able to succeed in a fast-paced environment
• Ability to learn quickly and adapt to change
• Ability to strive in a diverse and multinational environment

Accommodations

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Posting Statement

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Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce . 

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