Job Description

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Job Category Customer Success Group

Job Details

Remote Opportunity
Are you passionate about solving technical issues and bringing the technical goals to life, for our clients in the Communications, High Technology, or Health & Life Science industries? Is providing top notch service to internal and external partners second nature? Do you dream of being a part of a team that motivates and wants you to grow as a professional? Then this Technical Account Manager position is for you!
In addition to providing dedicated technical support oversight, release planning and readiness, and willing to become a Salesforce product expert; we are looking for motivated team players, who enjoy 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.

Responsibilities

• Develop relationships with business and IT stakeholders and become an expert on a customer\xe2\x80\x99s implementation by understanding their top business goals and priorities.
• Help customers achieve their technical goals and outcomes by providing timely, proactive recommendations that will benefit customers\xe2\x80\x99 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 be 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\xe2\x80\x99 business needs.
• In support of the Customer Success Strategy and Success Manager, supervise 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.
• 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.
• 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 standard methodologies with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical or process areas.

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.)
• 7+ years of Relevant work experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Support Engineering, Technical and/or Solutions Architecture.
• Comfortable in dealing with IT systems that support end to end business processes across the customers\xe2\x80\x99 value chain.
• Large scale implementation and sophisticated resolutions within Enterprise customer environments.
• Navigate, call out and lead efforts on sophisticated 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, including executive and C-level.
• Skills for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features.
• Solid understanding 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).
• Full understanding of software development process and of software design methodologies (coding experience useful, but not required).
• Second language is a benefit.
• Ability to travel up to 20% or upon customer\'s request

Preferred Qualifications

• Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant, Marketing Cloud Specialist).
• Enterprise Architecture Experience is a plus.
• Technical knowledge and implementation experience with software development patterns (MCV, N-Tiered).
• Motivated to learn 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 standard methodologies and strategies.
• Experience defining and delivering custom

enterprise applications in a technical and/or functional leadership role.

Accommodations

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