Technical Account Manager – Salesforce Marketing Cloud

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Job Category
Customer Success

Job Details

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 trials 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.

Join our EMEA team of Technical Account Managers who love to solve customer challenges together. Building strong trust-based relationships, working hand in hand with Salesforce’s biggest customers in an energetic and lively environment. The team is growing fast, and we are looking for passionate professionals to join the Salesforce family. Being part of our TAM community opens up opportunities for personal development and career progression. We collaborate closely with teams of authorities on innovative and ground breaking technology, in an ever-evolving environment, to support large-scale, enterprise-level accounts. This particular role is to focus on Salesforce Marketing Cloud.

Role Description:
As a Technical Account Manager (TAM) in our Salesforce Marketing Cloud Team, you will have the responsibility for partnering with a small number of assigned accounts to improve their overall technical and operational health. You will help the customer navigate through proactive and reactive support services to drive technical customer success and ultimately value. You should have a track record in translating sophisticated technical issues and driving service maturity through positive partnerships.

Being the trusted advisor for our most strategic customers is essential, building an extensive knowledge of the Salesforce platform. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share technical best methods, and adoption of proactive services.
In major incidents you will act as a point of contact, managing the customer’s expectations and communications to all levels.

The Salesforce magic is our culture of Trust, Customer Success, Equality and Inclusion, where we win as a “We” not a “Me”. Take an active part in the team, driving energy through change, meeting and exceeding expectations while helping others to do so. At the core of every successful TAM is the highly developed ability to build strong trusted and positive relationships, gaining enjoyment through complex challenges to help customers do more while exhibiting a growth mindset. Trusted relationships form the cornerstone of every engagement with the ability to collaborate and clearly communicate and to learn new technologies quickly.

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.

Responsibilities

As a TAM, your main role will be to orchestrate the entire Signature Success Support Experience for your customers and their wider teams, including their partners. Become part of your customer’s Salesforce team and partner with them to provide recommendations, insights, and expert guidance tailored to their deployment:

• Develop a trusted relationship with key technical and business customers armed with optimal standard practices for enterprise architecture and become an expert on a customer’s implementation by understanding top business goals and priorities
• Understand customer trends, analyse patterns and identify action plans with a focus on critical issues prevention and risk mitigation
• Coordinate and orchestrate the Proactive Services Program using our 24×7 monitoring and solution analysis trends and insights
• Advocate for customers’ priorities internally within Salesforce while proactively working with the Salesforce R&D, Infrastructure & Product teams on technical issues, product roadmap changes, new feature requests, technical hurdles, etc
• Collaborate and contribute with teams internally, share knowledge and best methods with team members, contribute to internal projects and initiatives and serve as Domain Expert for specific technical or process areas
• Attend Customer development or project meetings to listen and weigh in on best method use of the platform and environments
• Be a point-of-contact for all Support-related post-sales activities (pre-implementation through steady-state and renewal) and orchestrate all Salesforce teams’ efforts to ensure the highest levels of customer happiness
• Collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions

Skills

To be successful in this role, the following experience is preferred:

• Experience in a customer-facing role, working with executive customers, supporting customer technical implementations or transformation programs
• Fluency in English and French.
• Comfortable with working autonomously and as part of a remote team
• you are experienced at leading the navigation, prioritisation, and management of technically sophisticated customer requests or projects involving multiple parties and high volumes of transactions/load in distributed enterprise systems
• Good communication skills – you have previously communicated effectively with and influenced at all levels of the internal organisation and with the customer
• Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).
• Have some understanding of database, application, and network technologies used in Cloud Computing (i.e. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy), and internet technologies (i.e firewalls, web servers, web proxy servers, application servers, CDN, DNS). For example, some of the technology we use includes:
  • Object-Oriented design and core programming concepts
  • XML, server-to-server web services (SOAP)
  • Front-end web tier technology (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competences for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Attributes:

• Ability to prioritise, multi-task, and perform effectively under pressure
• Ability to learn quickly and adapt to change
• Technologically savvy

Accommodations

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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 Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .

Salesforce welcomes all.

More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

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