Senior Technical Account Manager - Marketing Cloud

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

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 Details

The Signature Success team is looking for a driven and detail-oriented Senior Manager of the rapidly growing Technical Account Manager team which is part of Salesforce’s Signature Success offering.  This person will lead a team of Marketing Cloud 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 Senior Manager should have a great track record working with teams and translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a primary responsibility, demonstrating comprehensive 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.

• The ideal TAM leader is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly, and uses their time efficiently. The TAM Senior Manager may need to be available for some after-hour or weekend coverage depending on the customer’s needs.

• Lead a team of Marketing Cloud TAMs, ensuring the success of their customers and the growth and nurturing of their careers  

• 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 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 satisfaction

• Provide timely account or issue executive-level summary status reports both