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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.

　　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.

　　Role Description

　　The Signature Success team is looking for a driven Director of the rapidly growing Technical Account Manager team! This person will lead a team of 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. Collaboration with our most strategic customer and demonstrating extensive knowledge of the Salesforce platform. You will forge relationships with your customers, developing a deep understanding of their Salesforce implementation, share technical best practices, and act as a point of contact for any major incidents, managing the customer's expectations and communications through the resolution of such incidents.

　　Responsibilities:

　　Lead a team of TAMs, ensuring the success of their customers and the growth and nurturing of their careersDevelop relationships with key business and IT partners and become an expert 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, gather 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, monitor 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 satisfactionProvide 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.

　　Required Qualifications:

　　BA/BS Degree (or equivalent work experience)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.Deep knowledge and experience in one of the following salesforce platforms: Core (Sales Cloud, Service Cloud)Experience leading a team of TAMs, Success Managers, or Delivery Consultants in the enterprise software space, providing direct oversight to engagement deliverables and overall health, as well as direct alignment to customer executive stakeholdersExperience in dealing with large, complex, 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 complex solutions environments.Navigate, escalate and lead efforts on complex 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.Strong knowledge of business processes (Sales and Service) 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).

　　Preferred Qualifications:

　　Able to lead from the front and people management experience is highly preferredSalesforce product certifications are a plus (Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem..

　　NOTE: By applying to the Technical Account Manager posting, recruiters and hiring managers across the organization hiring Technical Architects will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.

　　BENEFITS & PERKS

　　Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!World-class enablement and on-demand training with Trailhead.comExposure to executive thought leaders and regular 1:1 coaching with leadershipVolunteer opportunities and participation in our 1:1:1 model for giving back to the communityFor more details, visit https://www.salesforcebenefits.com/

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　　Posting Statement

　　At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

　　Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

　　Salesforce welcomes all.

　　For Washington-based roles, the base salary hiring range for this position is $154,300 to $253,700.

　　Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.