Salesforce.com, Inc SVP, Technical Account Management in Boston, Massachusetts
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Customer Success Group
The Technical Account Management team is part of the customer support organization, and key in delivering success to over 150,000 customers globally. 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 an SVP to run the Technical Account Management team. Your TAMs will 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 ideal candidate is a seasoned executive with a proven track record of leading technical account managers in a multi-billion dollar enterprise software company, preferably in the cloud.
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 a deep technical understanding of their Salesforce implementation, share technical 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. Is deeply vested in the success of every member of the Support organization, providing opportunities for development while ensuring accountability to each other as well as to our customers.
Can multi-task and juggle simultaneous priorities
Builds highly effective, collaborative relationships with peers on the Support leadership team as well as other Customer Success Group teams including Success, Services, and Renewals.
Listens to and engages deeply with our customers, and shares actionable feedback.
Has a beginner's mind; always looking for new ways to make things better.
Embodies the values of Trust, Customer Success, Innovation, and Equality.
Partner with clients 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 in a manner that exceeds the customer's expectations.
Build strong cross-functional working relationships with Engineering and Product Management.
Develop relationships with key business and IT stakeholders 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 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.
Contribute to Salesforce knowledge, community, and training resources on topics that help Salesforce provide customers with solutions. Extensively research and document customer software and technical issues as Knowledge Base articles as appropriate.
Uncover projects that are fit for our Configuration Services, gather key requirements, and act as a liaison 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.
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 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.
Demo existing unused salesforce capabilities/functionality.
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 QUALIFICATIONS & SKILLS:
BS or MS in Computer Science, or equivalent experience.
15+ 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
12+ years of experience in a leadership role, with at least 5 years managing Directors or higher
10+ years of experience managing global teams
10+ years of experience interacting with internal and customer executives
8+ years of experience in fostering successful partnerships with customers
At least 2 Salesforce product certifications (Preferably: Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
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.
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, especially executive and C-level.
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.
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).
Enterprise architecture experience
Deep technical knowledge and implementation experience with software development patterns (MCV, N-Tiered).
Deep technical knowledge of Salesforce products and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem
Knowledge of Salesforce multi-org implementation best practices and strategies
Knowledge of the software development process and of software design methodologies (coding experience useful, but not required).
Adapts to, and thrives in, periods of uncertainty and change.
Leadership skills to inspire a team across multiple locations that are outside your direct chain of command.
Demonstrated customer focus and empathy
Strong analytical, problem-solving, and troubleshooting skills
Ability to clearly explain highly technical issues to a non-technical audience.
Ability to maintain self-control and objectivity while defusing stressful customer situations.
A second language is a benefit.
Ability to travel up to 50% (depending on COVID-19 status)
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
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