Director- Technical Account Manager- Marketing Cloud

**Job Category **:Customer Success Group

**Job Details**:
Director level leader needed to lead a team of TAMs who are responsible for the Signature Success delivery for a multi-region, multi-cloud customer. This leader will have run a multi-region team and have overall responsibility for this especially large Signature Success customer.

**Job Details**:
The Signature Support team is looking for a driven and diligent Director of the rapidly growing Technical Account Manager (TAM) team which is part of Salesforce’s Signature Support offering. This person will lead a team of TAMs assigned to a specific, high profile customer and serve as the overall TAM lead for the account. This person will maintain a single-minded focus to ensure this client is extracting the most value out of their Salesforce investment and efforts of all TAMs assigned to the account are coordinated and reported regularly to internal and customer executives. The Director, TAM leader should have a great track record of presenting with high profile customer senior leaders, coordinating efforts of multiple teams, and translating sophisticated technical issues into tangible solutions. Collaboration with our most strategic customers is a main responsibility, demonstrating extensive knowledge of the Salesforce platform. You will forge relationships with your customer contacts, develop a deep understanding of their Salesforce implementation, share technical standard processes, coordinate the efforts of your cross-cloud and cross-geography team, as well as act as a point of contact for your customer to relay the efforts and value of the team.

**This employee will be leading a team of TAMs responsible for a large, high profile account, ensuring the successful completion of project goals and needs, and coordinate the efforts of the team to achieve overall customer success to demonstrate the value of the Signature Success offer.**
- Develop relationships with key business and IT partners 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 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, collect key requirements and act as the 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, 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.
- Play a key role in Product and Technical Red Account management and resolution.
- 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 mitigate 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...).
- Supply and collaborate internally to the Salesforce team, share knowledge and standard processes with team members, chip in to internal projects and initiatives and serve as Domain Guide (Subject Matter Expert) for specific technical or process areas.
- Maintain internal and customer executive communication, providing regular status updates across your customer's sophisticated Salesforce implementation and all related activities and projects.

**Experience/Skills Required**
- BA/BS Degree (or equivalent)
- 12+ 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.
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