Technical Account Manager

4 weeks ago

Toronto, Canada Salesforce Full time

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 primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Technical Account Manager maintains awareness of the customer's key events, needs, potential risks, value drivers and being proactive.

As a trusted advisor, the TAM will build a track record in customer success through excellent communication with stakeholders and comprehensive knowledge of the Salesforce 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 best practices, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during mission-critical peak events.

As a TAM, you will occasionally act as a point of contact for any major incidents, leading the customer’s expectations and communications through the resolution of such incidents. The TAM acts as the technical primary interface on behalf of our customers and works collaboratively across both internal and external stakeholders, 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 meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the aptitude to learn new technologies quickly.

**Responsibilities**
- Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal stakeholders.
- Help your customers achieve their business goals and outcomes on the Salesforce platform by:

- coordinating the completion of the Signature Success catalog of services as required for your customer
- providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
- acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's 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 stakeholders 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.
- Act as 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.

**Technical Requirements**:

- 3+ years of experience building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers such as AWS, Azure, and GCP.
- Solid understanding of HTML, CSS, and JavaScript.
- Deep knowledge of Internet technologies and protocols such as TLS, HTTP, REST, Webservices, firewalls, web servers, proxy servers
- Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc
- In-dept

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