Sr. Director, Technical Account Management
Company: Salesforce.com, Inc.
Posted on: June 9, 2021
To get the best candidate experience, please consider applying
for a maximum of 3 roles within 12 months to ensure you are not
Customer Success Group
The Technical Account Management (TAM) team is a key element of
our Signature Success Plan. We pride ourselves on a strong
customer-centric culture, as we help our customers fully leverage
the power of the platform to address their business needs. We are
looking for a Sr. Director to lead a critical portion of our
Americas Technical Account Management team that aligns to specific
operating units (i.e. Financial Services, Healthcare & Life
Sciences, etc). You will lead an organization including directors
and managers of TAM teams. The TAMs each 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
The successful candidate will also have the ability to translate
complex technical issues into tangible solutions. The individual
enjoys working hard, exhibits executive presence, is dedicated to
exceeding expectations and driving a similar mindset across the
team, is highly skilled in building relationships, has excellent
collaboration skills, and is able to learn new technologies
Collaboration with our most strategic customers is a primary
responsibility while demonstrating comprehensive knowledge of the
Salesforce platform. You will forge relationships with customers,
developing an understanding of their Salesforce implementation,
share best practices and act as a point of contact for any major
incidents, and manage the customer's expectations and
communications through the resolution of such incidents.
The Ideal Candidate:
Hires, develops, and retains the best talent in the industry.
This includes TAMs, Managers, Sr. Managers, and Directors. Is
deeply vested in the success of every member of the organization,
providing opportunities for development while ensuring
accountability to each other as well as to our customers
Has excellent communication skills and executive presence
Builds highly effective, collaborative relationships with peers
within Sales and the Customer Success Group (Services, Success,
Support, and Renewals).
Listens to and engages deeply with our customers, and shares
Can multi-task and juggle simultaneous priorities
Has a beginner's mind and is always looking for new ways to make
- Embodies Salesforce core values of Trust, Customer Success,
Innovation, and Equality
Lead organization to partner with customers and help them
optimize the use of Salesforce software by listening and
understanding the customer's request thoroughly combined with
in-depth technical knowledge to assist them in the manner most
Provide an excellent customer experience, by anticipating,
identifying, and addressing customer issues and trends in a manner
that exceeds the customer's expectations.
Develop relationships with key business and IT stakeholders and
understanding their top business goals and priorities.
Lead organization to help customers achieve their business goals
and outcomes by providing timely, proactive recommendations that
will benefit customers' ongoing adoption of Salesforce.
Attain Trusted Advisor status with both key business and
Identify key industry business process areas for the opportunity
to use the Salesforce platform.
Advocate for innovation and early adoption of platform
capabilities with our 3 release yearly schedule through customized
Lead Technical Health Reviews and provide relevant technical
recommendations on solutions and enhancements specifics to
customers' business needs.
Partner across the Customer Success Group with Services,
Success, and Support to deliver a premium customer experience.
Work with Sales and Success to grow the Signature Success
Build strong cross-functional working relationships with our
Engineering and Product Management.
Uncover projects that are fit for the Services organization
including our Assurance Services and Configuration Services.
Proactive liaison and focal point into Salesforce Technology and
Product teams and Technical Support Team, to address product
Forewarn customers of technology changes or potential
disruptions to their service and advise on mitigation
Help customers Demo existing unused salesforce
Play a key role in Product and Technical Red Account management
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 internally and to the customer.
Identify and collaborate with internal teams to ameliorate
renewal risks for both license and success plans subscriptions.
Drive follow-up of technical accelerator recommendations.
Recommend AppExchange Partners/ISVs/SIs based on
Recommend appropriate Success Cloud offerings ( e.g. Salesforce
Services, Accelerators, etc...).
- Contribute and collaborate internally to the Salesforce team,
share knowledge and best practices with team members, contribute to
internal projects and initiatives and serve as Subject Matter
Expert (SME) for specific technical or process areas.
Preferred Qualification & Skills:
Bachelor's degree, or equivalent experience.
12+ years relevant work experience in one or more of the
following: Account Management, Customer Success, Enterprise
Architecture, Technology Consulting, Technology Solutions
Development, Technical and/or Solutions Architecture
8+ years of experience in a leadership role, with at least 3
years managing Directors or higher
6+ years of experience managing global teams
8+ years of experience interacting with internal and customer
Experience in dealing with large, complex, distributed systems
Comfortable in dealing with IT systems that support end to end
business processes across the customers' value chain.
Navigate, escalate, and lead efforts on complex customer
requests or projects involving multiple parties and enterprise
Ability to prioritize, multi-task, and perform effectively under
Aptitude for both analyzing technical concepts and translating
them into business terms, and mapping business requirements into
Strong knowledge of business processes (Sales, Service,
Marketing, Support) business applications, and automation.
Knowledge of Salesforce multi-org implementation best practices
Ability to clearly explain highly technical issues to a
Ability to maintain self-control and objectivity while defusing
stressful customer situations.
- Ability to travel up to 33% (depending on COVID-19
For Colorado-based roles: Minimum annual salary of $164,100. You
may also be entitled to receive a bonus, restricted stock units,
If you require assistance due to a disability applying for open
positions please submit a request via this Accommodations Request
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Keywords: Salesforce.com, Inc., Irving , Sr. Director, Technical Account Management, Other , Irving, Texas
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