Vice President, Technical Account Management
_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 Job Details**The Technical Account Management team is a critical 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 Vice President to lead a portion of our Americas Technical Account Management team that aligns to specific operating units (ie Commerce, Marketing, Retail and Consumer Goods). You will lead an organization including directors and managers of TAM teams. The Technical Account Managers 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 Salesforce investment. The ideal candidate is a seasoned executive with a proven track record of leading TAMs in a multi-billion dollar enterprise software company, preferably in the cloud.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 quickly.Collaboration with our most strategic customers is a primary responsibility while demonstrating comprehensive knowledge of the Salesforce platform. The organization forges 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 manages the customer's expectations and communications through the resolution of such incidents.The ideal candidate:+ Embodies the Salesforce core values of Trust, Customer Success, Innovation, and Equality.+ Hires and develops the best talent in the industry. 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 led an organizational transformation from reactive to proactive through prescriptive motions that are repeatable and scalable.+ Connects industry-specific customer challenges with technical guidance to help achieve outcomes.+ Has excellent communication skills and executive presence+ Builds highly effective, collaborative relationships with peers within Sales and throughout the Customer Success Group (Services, Success, Support, and Renewals).+ Has a beginner's mind and is always looking for new ways to make things better.**Responsibilities**+ Customer+ 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 appropriate.+ 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.+ 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 technical decision-makers.+ Identify key industry business process areas for the opportunity to use the Salesforce platform.+ Advocate for innovation and early adoption of platform capabilities through customized release readiness process.+ Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specifics to customers' business needs.+ Salesforce+ Partner across the Customer Success Group with Services, Success, and Support to deliver a premium customer experience.+ Guide the organization to interact with customers using proactive monitoring tools to communicate potential disruptions or degradations to their service and advise on mitigation strategies.+ Work with Sales and Success to grow the Salesforce and Signature Success footprint.+ Build strong cross-functional working relationships with our Engineering and Product Management organizations.+ 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 feature/technical hurdles.+ Help customers demo existing unused Salesforce capabilities/functionality.+ 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+ Identify and collaborate with internal teams to ameliorate renewal risks for subscriptions.+ Drive follow-up of technical recommendations.+ Recommend appropriate Success Cloud offerings ( eg 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 QUALIFICATIONS & SKILLS:**+ 12+ years relevant work experience in one or more of the following: Account Management, Customer Success, Consulting, or Support.+ 10+ years of experience in a leadership role, with at least 5 years managing Directors or higher+ 8+ years of experience interacting with internal and customer executives+ Industry knowledge in Marketing, Commerce and Retail.+ Experience in leading multi-level organizations through prescriptive engagements+ Experience in dealing with large, complex, distributed systems scale businesses.+ 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 systems.+ Ability to prioritize, multi-task, and perform effectively under pressure.+ Aptitude for both analyzing technical concepts and translating them into business terms, and mapping business requirements into technical features.+ Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications, and automation.+ Knowledge of Salesforce multi-org implementation best practices and strategies+ Ability to clearly explain technical issues to a non-technical audience.+ Ability to maintain self-control and objectivity while defusing stressful customer situations.+ Ability to travel up to 10-20% (depending on COVID-19 status)+ Bachelor's degree, or equivalent experience**CHARACTERISTICS**+ **Get it Done** - Drives processes that scale. Challenges the organization to think and act efficiently, achieve the desired outcome. Calm, organized, positive, and can-do attitude. Results-driven, tenacious, drive to succeed in a fast-paced environment+ **Courageous Communicator** - Excellent communication skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level. Tailors message and style to the audience uses storytelling to deliver effective presentations and messages.+ **Motivate and Champion** - Invests in and takes risk in the talent and career development of our people. Holds self and team accountable to expectations.+ **Salesforce Smart** - Explains the vision and "the why" behind changes. Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision+ **Win as a Team** - Puts the collective good of the company first. Brings teams together to tackle shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across SalesforceFounded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being named one of the FORTUNE "100 Best Companies to Work For(R)" 2020 - 12 years in a row.There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that's so much bigger than themselves, an industry, and their company.We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.**Accommodations**If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .**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 .Salesforce welcomes all.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the "Most Admired Companies in the World" and one of the "100 Best Companies to Work For" eleven years in a row, and named "Innovator of the Decade" and one of the "World's Most Innovative Companies" eight years in a row by Forbes.There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that's so much bigger than themselves, an industry, and their company.We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.