CC-731 Director / Senior Manager / Technical Account Management
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Customer Success Group
The Signature Success team is looking for a driven and diligent Director of the rapidly growing Technical Account Manager team which is part of Salesforce’s Signature Success offering.
This person will lead a team of Marketing Cloud TAMs, responsible for a number of assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Salesforce investment.
The TAM Director should have a great track record working with teams and translating sophisticated technical issues into tangible solutions.
Collaboration with our most strategic customers is a main responsibility, demonstrating extensive knowledge of the Salesforce platform.
You will forge relationships with your customers, developing a deep understanding of their Salesforce implementation, share technical standard methodologies, and act as a point of contact for any major incidents, handling the customer’s expectations and communications through the resolution of such incidents.
The ideal TAM leader is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, forming relationships, has strong collaboration skills, is able to learn new technologies quickly, and uses their time efficiently.
The TAM Director may need to be available for some after-hour or weekend coverage depending on the customer’s needs.
Lead a team of Marketing Cloud TAMs, ensuring the success of their customers and the growth and nurturing of their careers
Develop relationships with key business and IT partners and become a guide on a customer’s implementation by understanding their top business goals and priorities.
Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Salesforce.
Attain Trusted Advisor status with both key business and technical decision-makers.
Identify key industry business process areas for opportunity to use the Salesforce platform.
Advocate for innovation and early adoption of platform capabilities with our 3 release yearly schedule through customized release reviews.
Uncover projects that are fit for our Configuration Services, capture key requirements, and act as liaisons between the customer and the Configuration Services team.
Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specifics to customers’ business needs.
In support of the Customer Success Strategy and Success Manager, supervise and identify trends in Salesforce adoption and utilization, Success Plan adoption and utilization, providing guidance as part of Quarterly Success reviews.
Proactive liaison and focal point into Salesforce Technology and Product teams and Technical Support Team, to address product feature / technical hurdles.
Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
Play a key role in Product and Technical Red Account management and resolution.
Provide proactive Communications in the event of service degradation or disruption.
Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
Provide timely account or issue executive-level summary status reports both internally and to the customer.
Identify and collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions.
Demo existing unused salesforce capabilities / functionality.
Drive follow-up of technical Accelerator recommendations.
Recommend AppExchange Partners / ISVs / SIs based on requirements.
Recommend, or identify and communicate to the account team, appropriate Success Cloud offerings.
Contribute and collaborate internally to the Salesforce team, share knowledge and standard methodologies with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical or process areas.
Experience / Skills Required
BA / BS Degree (or equivalent)
12+ years 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 leading a team of TAMs, Success Managers, or Delivery Consultants in the enterprise software space, providing direct oversight to engagement work and overall health, as well as direct alignment to customer executive partners
Experience in dealing with large, sophisticated, distributed systems scale businesses.
Comfortable in dealing with IT systems that support end-to-end business processes across the customers’ value chain.
Large-scale implementation experience with sophisticated solutions environments.
Navigate, advance and lead efforts on sophisticated 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 organization, including executive and C-level.
Ability to prioritize, multi-task, and perform effectively under pressure.
Interest in both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
Solid understanding of business processes (Sales, Service, Marketing, Support) business applications, and automation.
Thorough familiarity with the database, application, and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).
Knowledge of the software development process and of software design methodologies (coding experience useful, but not required).
Able to lead from the front and people management experience is highly preferred
Salesforce product certifications are a plus (Marketing Cloud, Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
Deep understanding of Marketing Cloud and marketing automation.
Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.
Knowledge of Salesforce Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing Cloud
Knowing a second language is a benefit.
Leader, who can communicate the value of Cloud features and lead customer transformation
Calm, organized, positive demeanor, and ability to coordinate response to incident resolution
Results-driven, tenacious, aim to succeed in a fast-paced environment
Ability to learn quickly and adapt to change
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