Technical Account Manager

7 months ago

Auckland City, New Zealand Salesforce Full time

Job Category

Customer Success

Job Details

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who flourish with delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us

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 a number of Salesforce’s Signature customer accounts. For your assigned accounts you will have responsibility for 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 is a proactive role, maintaining awareness of the customer's business needs - focusing on key events, potential risks and value drivers.

As a trusted advisor, the TAM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to provide guidance on best practice. 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 the platform, with special care during critically important peak events.

As a TAM you will act as the technical main interface on behalf of our Signature customers and work closely across both internal and external collaborators, including partners and ISVs as required to address customer needs. You will occasionally be required to act as a point of contact during major incidents, owning the customer’s expectations and communications through the resolution of such incidents.

To be successful in this role you will have an extraordinary focus on customer success, enjoying building relationships, be an exceptional communicator with excellent collaboration skills, have a proactive mindset, always exhibit professionalism, be dedicated to meeting and exceeding expectations and have the ability 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, acting as an internal point of contact for your customer to internal partners.

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 recommendations
- drive and communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
- During standard business hours, act as an advocate for customers during the triage and resolution of major incidents, partnering with internal teams such as Signature Support delivery and the Critical Incident Center to assist with the timely resolution of these issues. Track the internal root cause analysis efforts to provide the customer details of the cause and preventative actions.

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 Requirements**
- Demonstrated experience in a previous technical customer success, technical consulting, technical solutions development or technical/solutions architecture role within the SaaS industry
- Salesforce Certified Administrator or Salesforce Certified Service Cloud Consultant qualifications, allowing deep knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Exceptional communication and presentation skills to communicate and influence effectively at all levels of the organization, including exe

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