Technical Account Manager - Core
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Job CategoryCustomer Success
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The Global Support team is looking for a driven and detail-oriented Technical Account Manager (TAM). You will have responsibility for a small number of assigned accounts, maintaining a single-minded focus to ensure that some of our largest and most strategic customers are extracting the most value out of their Salesforce investment.
The TAM will have a track record of being customer-focused and in translating complex, technical issues into tangible solutions. Collaborating with customers on technical issues while demonstrating a comprehensive knowledge of the Salesforce platform is a primary responsibility of the role. The TAM will also forge relationships with customers while developing a deep technical understanding of their Salesforce implementation, sharing technical best practices, acting as their point-of-contact for any major incidents, and managing the customer’s expectations through the resolution of such incidents in partnership with other teams across Worldwide Support, R&D, and Support Operations.
The ideal TAM is a team player, enjoys working hard, exhibits professionalism, has excellent collaboration skills, uses their time effectively, is able to learn new technologies quickly, and is dedicated to meeting and exceeding expectations and building relationships. In some circumstances, the TAM may travel to customer sites once COVID safety permits such travel, and may need to be available for some after-hours or weekend coverage depending on the customer’s needs.
Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities
Manage the triage and resolution of high-severity cases, ensuring a prompt and complete resolution, and driving business reliability and customer satisfaction. Issue regular, executive-level summary status reports both internally and to the customer
Provide proactive support such as preparing and presenting trending graphs/reports,
Leveraging the Signature Support Technical team for deeper analysis, engaging with customer’s account team to understand their technology road map, providing recommendations and best practices to minimise potential service disruptions, etc
Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Salesforce
Act as single point of contact for all Support-related post-sales activities (pre-implementation through steady state and renewal), managing highly visible, global, and strategic enterprise accounts and orchestrating all Salesforce teams’ efforts to ensure the highest levels of customer satisfaction
Prepare and deliver quarterly business reviews with strategic customer stakeholders for your assigned accounts; complete with KPIs, 90-day plans, and guidance on Salesforce and Success Plan adoption and utilisation trends
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.
Previous experience with Salesforce.com CRM and its technologies is mandatory
Relevant work experience in one or more of the following: Enterprise Architecture,
Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture
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.
Large scale implementation experience with complex solutions environments
Navigate, escalate 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, internally and with the customer
Ability to effectively prioritise and escalate customer issues as required, multi-task, and perform effectively under pressure.
Aptitude for both analysing technical concepts and translating them into business terms, and for mapping business requirements into technical features.
Salesforce product certifications are a plus (Administrator, Advanced Administrator,
Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant)
Enterprise Architecture Experience is a plus
Deep technical knowledge and implementation experience with software development patterns (MCV, N-Tiered)
Deep technical knowledge of Salesforce products and features, capabilities, best use andhow to deploy, including knowledge of the Salesforce platform and ecosystem Knowledge of Salesforce multi-org implementation best practices and strategies
Experience defining and delivering custom Force.com enterprise applications in a technicaland/or functional leadership role
Second language is a benefit.
CRM domain knowledge.
Previous experience with Salesforce.com CRM and its technologies.
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