Sr. Director, Technical Account Management

Company: Salesforce.com, Inc.
Location: Chicago
Posted on: June 12, 2021

Job Description:

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

The Technical Account Management (TAM) team is a key element of our Signature Success Plan. We pride ourselves on a strong customer-centric culture, as we help our customers fully leverage the power of the platform to address their business needs. We are looking for a Sr. Director to lead a critical portion of our Americas Technical Account Management team that aligns to specific operating units (i.e. Financial Services, Healthcare & Life Sciences, etc). You will lead an organization including directors and managers of TAM teams. The TAMs each have responsibility for a small number of assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Salesforce investment.

The successful candidate will also have the ability to translate complex technical issues into tangible solutions. The individual enjoys working hard, exhibits executive presence, is dedicated to exceeding expectations and driving a similar mindset across the team, is highly skilled in building relationships, has excellent collaboration skills, and is able to learn new technologies quickly.

Collaboration with our most strategic customers is a primary responsibility while demonstrating comprehensive knowledge of the Salesforce platform. You will forge relationships with customers, developing an understanding of their Salesforce implementation, share best practices and act as a point of contact for any major incidents, and manage the customer's expectations and communications through the resolution of such incidents.

The Ideal Candidate:

• Hires, develops, and retains the best talent in the industry. This includes TAMs, Managers, Sr. Managers, and Directors. Is deeply vested in the success of every member of the organization, providing opportunities for development while ensuring accountability to each other as well as to our customers

• Has excellent communication skills and executive presence

• Builds highly effective, collaborative relationships with peers within Sales and the Customer Success Group (Services, Success, Support, and Renewals).

• Listens to and engages deeply with our customers, and shares actionable feedback.

• Can multi-task and juggle simultaneous priorities

• Has a beginner's mind and is always looking for new ways to make things better

• Embodies Salesforce core values of Trust, Customer Success, Innovation, and Equality

Responsibilities:

• Customer

• Lead organization to partner with customers and help them optimize the use of Salesforce software by listening and understanding the customer's request thoroughly combined with in-depth technical knowledge to assist them in the manner most appropriate.

• Provide an excellent customer experience, by anticipating, identifying, and addressing customer issues and trends in a manner that exceeds the customer's expectations.

• Develop relationships with key business and IT stakeholders and understanding their top business goals and priorities.

• Lead organization to help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers' ongoing adoption of Salesforce.

• Attain Trusted Advisor status with both key business and technical decision-makers.

• Identify key industry business process areas for the 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.

• Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specifics to customers' business needs.

• Salesforce

• Partner across the Customer Success Group with Services, Success, and Support to deliver a premium customer experience.

• Work with Sales and Success to grow the Signature Success portfolio.

• Build strong cross-functional working relationships with our Engineering and Product Management.

• Uncover projects that are fit for the Services organization including our Assurance Services and Configuration Services.

• 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.

• Help customers Demo existing unused salesforce capabilities/functionality.

• 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 ameliorate renewal risks for both license and success plans subscriptions.

• Drive follow-up of technical accelerator recommendations.

• Recommend AppExchange Partners/ISVs/SIs based on requirements.

• Recommend appropriate Success Cloud offerings ( e.g. Salesforce Services, Accelerators, etc...).

• Contribute and collaborate internally to 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.

Preferred Qualification & Skills:

• Bachelor's degree, or equivalent experience.

• 12+ years relevant work experience in one or more of the following: Account Management, Customer Success, Enterprise Architecture, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture

• 8+ years of experience in a leadership role, with at least 3 years managing Directors or higher

• 6+ years of experience managing global teams

• 8+ years of experience interacting with internal and customer executives

• 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.

• Navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems.

• Ability to prioritize, multi-task, and perform effectively under pressure.

• Aptitude for both analyzing technical concepts and translating them into business terms, and mapping business requirements into technical features.

• Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications, and automation.

• Knowledge of Salesforce multi-org implementation best practices and strategies

• Ability to clearly explain highly technical issues to a non-technical audience.

• Ability to maintain self-control and objectivity while defusing stressful customer situations.

• Ability to travel up to 33% (depending on COVID-19 status).

For Colorado-based roles: Minimum annual salary of $164,100. You may also be entitled to receive a bonus, restricted stock units, and benefits.

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Keywords: Salesforce.com, Inc., Chicago , Sr. Director, Technical Account Management, Other , Chicago, Illinois