This job posting has expired and no longer is available. Please explore other opportunities.

Technical Account Manager - Marketing Cloud

Remote Vancouver, BC

Job Category: Customer Success Group


Job Details

The Customer Success team is looking for a driven and detail oriented Technical Account Manager (Marketing Cloud). You will have responsibility for a small number of assigned accounts, maintaining a dedicated focus to ensure clients are extracting the most value out of the customers Salesforce investment. The TAM will have a track record in translating sophisticated technical issues into tangible solutions. Collaboration with our most strategic customers is key, demonstrating extensive knowledge of the Salesforce platform. You will forge relationships with your customers, develop a deep technical understanding of their Salesforce implementation, share technical best practices and act as a point of contact for any major incidents, leading the customer’s expectations and communications through resolution of such incidents.


Responsibilities:

  • Develop relationships with key customer business and IT partners to understand 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.
  • Advocate for innovation and early adoption of platform capabilities with our 5 release yearly schedule through customized release reviews.
  • Uncover projects that are fit for our Configuration Services, capture key requirements, and liaise between the customer and the Configuration Services team.
  • Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specific 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.
  • 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, and provide proactive Communications in the event of service degradation or disruption.
  • Provide timely accounts 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 plan subscriptions.
  • Demo existing unused salesforce capabilities/functionality and drive follow-up of technical Accelerator recommendations.
  • Recommend AppExchange Partners/ISVs/SIs based on requirement and appropriate Success Cloud offerings
  • Contribute and collaborate internally to the Salesforce team, share knowledge and standard methodologies with team members, deliver internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical or process areas.


Minimum qualifications:

  • Minimum of 8 years of work experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture.
  • Large-scale implementation experience with complex solutions environments.
  • Experience in dealing with large, complex, distributed systems scale business.
  • 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.
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
  • Ability to prioritize, multi-task, and perform effectively under pressure.
  • Analyze 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).


Preferred qualifications:

  • Salesforce product certification Marketing Cloud will be a plus.
  • Enterprise Architecture Experience.
  • Deep technical knowledge and implementation experience with software development patterns (MCV, N-Tiered).
  • Deep technical knowledge of Salesforce products and features, capabilities, best use and how to deploy, including Marketing Cloud platform and ecosystem.
  • Knowledge of Salesforce multi-org implementation best practices and strategies.
  • Experience defining and delivering custom Force.com enterprise applications in a technical and/or functional leadership role.
  • Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with 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 deliver success for our customers while also finding time to give back through our 1/1/1 model, which uses 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!


*LI-Y


Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this 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.orgjob 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.

Subscribe to Job Alerts