Job Category
Customer Success Group
Job Details
The EMEA Technical Account Management team within Signature Success is looking for a driven and customer-focused Technical Account Manager (TAM) to serve as the main point of contact for Salesforce’s largest and highest-profile customers. Focusing on MuleSoft, 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 TAM maintains awareness of the customer’s key events, needs, potential risks, value drivers & being proactive.
As a trusted advisor, the TAM will build a track record in customer success through superb communication with stakeholders and extensive knowledge of the Salesforce and MuleSoft technologies to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their MuleSoft & Salesforce implementation, share standard processes, 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 occasionally act as a contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The TAM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, 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 going above and beyond, enjoys building relationships, has strong collaboration skills, and has the ability to learn new technologies quickly.
Responsibilities
- Develop and manage relationships with key customer business and IT partners to understand their top business priorities and goals, act as an internal authority on your customer’s value drivers and needs, and provide a point of contact on 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 the need arises.
- providing timely, proactive Salesforce feature guidance based on their areas of interest.
- 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 their 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 collaborators 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, supervise the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
- 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.
Minimum Qualifications
- Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
- BA/BS Degree (or relevant work experience equivalent)
- Minimum of 8 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
- Exceptional communication and presentation skills with demonstrable ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
- Abilities in both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
- Ability to explain sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to internal collaborators.
- Experience leading efforts of teams across different functions, to facilitate resolution or disposition of customer needs or projects.
Preferred Qualifications
- Previous technical hands-on experience with MuleSoft
- 3+ years of demonstrated experience building or supporting enterprise-grade Java-based or Integration or API Management systems involving cloud providers such as AWS, Azure, and GCP.
- 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-depth knowledge of database concepts and data management (RDBMS) and SQL.
- Experience in resolving container and container management technologies such as Docker / Kubernetes.
Accommodations
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