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Technical Account Manager (TAM – Colombia Team)

Salesforce

Salesforce brings companies and customers together in the number one Customer Relationship Management platform.

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 Group

Job Details

Salesforce, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world.

The Customer Success team is looking for a Technical Account Manager. You will have responsibility for a small number of assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Salesforce investment. The TAM will have a track record in translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a primary responsibility. You will forge relationships with your customers, developing a deep technical understanding of their Salesforce implementation, share technical best practices and act as point of contact for any major incidents, handling the customer’s expectations and communications through resolution of such incidents.

The ideal TAM is a team player, 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 key business and IT stakeholders and become a guide on a customer’s implementation by understanding their top business goals and priorities.
Help customers achieve their business goals and outcomes by providing 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 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’ 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.
Provide proactive Communications in the event of a 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 internally and to the customer.
Identify and collaborate with internal teams to ameliorate renewal risks for both license and success plans subscriptions.
Demo existing unused salesforce capabilities/functionality.
Drive follow-up of technical Accelerator recommendations.
Recommend AppExchange Partners/ISVs/SIs based on requirements.
Recommend appropriate Success Cloud offerings ( e.g. Salesforce Services, Accelerators, etc…).

Minimum Qualifications
Minimum of 8 years relevant work experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture.
Experience in taking care of large, complex, distributed systems scale business.
Comfortable in dealing with IT systems that support end to end business processes across the customers’ value chain.
Large scale implementation experience with complex solutions environments.
Navigate, increase and lead efforts on complex 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.
Aptitude for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features.
Strong knowledge 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).
Good conversation level in Spanish and English. Knowledge in other language will be a plus.

Benefits & perks

Employee Stock Purchase Program
Health Insurance for the family group
Wellness and Education Reimbursement
Parental Leave
Childcare subsidies
And more

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.

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Technical Account Manager (TAM – Colombia Team)

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Salesforce

Salesforce brings companies and customers together in the number one Customer Relationship Management platform.

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