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Technical Account Manager (Canada) - Tam And Sr Tam
Company | Salesforce |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Software Development,Technology, Information and Internet |
Expires | 2023-06-18 |
Posted at | 11 months ago |
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.
- 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.
- Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal partners.
- Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
- 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, track the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
- Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
- 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 your customer's implementation
- Reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance
- 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 required for your customer
- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
- Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies.
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
- Knowledge of software development process and design methodologies
- 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.
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
- Knowledge or experience in Retail and Consumer Goods industry a plus.
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers
- Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant, Marketing Cloud Specialist, Commerce Cloud & Heroku).
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