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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.
The Technical Account Management team within Signature Success is looking for a driven and customer focused Technical Account Manager (TAM) to serve as a main contact point for Salesforce's largest and highest-profile customers supporting Marketing Cloud. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The TAM maintains awareness of their activities, needs, potential risks, and value drivers. Marketing Cloud TAMs are well versed in broad aspects of Marketing Digital Journey.
As a trusted advisor, the TAM will build a track record in customer success through superb communication with collaborators and comprehensive knowledge of the Salesforce Marketing Cloud platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of their critical automations, campaigns, and general work within the MC environment - with special care during critically important peak events.
As a TAM, you will occasionally act as a go to person for any major incidents, handling the customer's expectations and communications through the resolution of such incidents. The TAM acts as the main interface within the Support organization on behalf of our customers and works closely across both internal and external customers, including partners and ISVs, as required to address the customer needs.
The ideal TAM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to exceed customer expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.
Responsibilities
Help your customers achieve their business goals outcomes on the Salesforce platform by:
- coordinating the completion of the Signature Success catalog of services as the need arises for your customer
- providing timely, proactive Salesforce feature guidance based on the areas of their interest
- acting as a customer's advisor for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks in implementation
- reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance
- Communicate the value of Signature Success. Be accountable for ensuring all partners understand this value so that customers continue to renew Signature Success.
- During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, track the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
- Be an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
- 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.
Minimum Qualifications
- Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).
- Extensive work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
- Exceptional communication and presentation skills and influencing skills at all levels of the organization, including executive and C-level.
- Skills for both analyzing and communicating technical concepts and translating them into business terms and for mapping business requirements into technical features.
- Knowledge of software development process and design methodologies
- Experience leading efforts of multi-functional teams to facilitate resolution or disposition of customer needs or projects.
Preferred Qualifications
- Salesforce product certifications are a plus - specifically Marketing Cloud Specialist (MC Administrator, MC Developer, MC Architect) with a level of experience designing, deploying, maintaining in a large Enterprise environment.
- Knowledge of broader Salesforce products and features, capabilities, best use, and how to deploy as part of a broad implementation.
- Solid experience with Salesforce Industries Solutions. Where Marketing Cloud is part of a broader digital footprint, understanding of other Salesforce clouds is a benefit.
- Experience working with Enterprise-level customers
- LI-Y
Accommodations
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