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 CategoryCustomer Success GroupJob DetailsWe’re Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all – well, you’re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and growth, charting new paths, and improving the state of the world.We are looking for a driven and customer-focused leader to form a team of Technical Account Managers (TAM) within our Signature Success business. This team will operate out of our Mexico City hub location, and primarily engage with our Signature Success customers within the AMER region. The Signature Success team focuses on delivering a strategic experience to our customers who pay a premium for an enhanced level of focus and attention. The TAM Leader is ultimately responsible for ensuring the success of our Signature Success customers by leading, motivating, and managing a team of Technical Account Managers. This individual will be responsible for a portfolio of customers and will ensure our customers are optimizing their use of our technology and achieving high value from their investment in Salesforce. The TAM Leader will be held accountable for adoption and retention metrics, as well as focus on driving prescriptive customer success motions across the TAM organization.The successful candidate will have a track record in leading through change, driving operational excellence, and developing a team of customer-facing professionals. This individual will be independent, self-motivated, a trailblazer focused on providing solutions and guiding the team to achieve the results and able to define and deliver a high level of customer satisfaction through the delivery of world-class TAM service offering. This individual will be a root-cause problem solver who, from diagnosis and prescription through alignment and implementation, demonstrates good judgment and superb communication. This individual is excellent in front of customers and partners, as well as a strong collaborator with the sales teams in our collective pursuit of enabling our customers’ success, adoption, and growth. This individual should be physically located in the Mexico City metro area and be able to travel to our local office.The following is a list of characteristics that make a great leader at Salesforce. We expect our next Technical Account Management Leader to exhibit each of these characteristics:Get it Done - Drives processes that scale. Challenges the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome. Calm, organized, positive, and can-do attitude. go-to person, tenacious, and aiming to succeed in an exciting environment.Courageous Communicator - Superb interpersonal 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 tries new things 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 achieve shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce.ResponsibilitiesInterview, hire, onboard, mentor, and promote successful TAMs in Mexico City.Delegate and onboard new accounts into team of TAMs.Continually assess team skills and knowledge, and usefulness of available resources and work with Enablement and Operations to addressMaintain a regular one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs.Provide leadership, coaching, technical guidance, performance feedback, and growth opportunities to the team daily.Continuously provide opportunities for team members to actively develop marketable skills. Actively identify and coordinate training topics and address skill gaps on the teamSupport the TAM team through customer renewal and expansion events.Lead oversight on critical customer issues, working across Support and Technology teams until resolution is achieved.Participate in organizational planning and initiatives within our regional and global support teams.Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.Required Skills:Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)Depending on the level, a minimum of 3 years of people management experienceMinimum of 8 years work experience in one or more of the following: Customer Success Leadership, SaaS platform use or project leadership, Technology Consulting Manager, Technical Delivery ManagementGood conversation level in English and Spanish.Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization, including executive and C-levelsExperience leading efforts of multi-functional teams to facilitate resolution or disposition of customer needs or projects.Ability to manage difficult conversations and situations with a calm and credible presenceExperience hiring and developing a team of diverse talentExperience and ability to lead through changeExperience using technology and data to run your businessPreferred QualificationsKnowledge of Salesforce products and features, capabilities, best use, and how to deploy.Experience working with Enterprise-level customersExperience building a brand new team and leading a team with Technical Member that performs above averageFamiliarity with support practices such as case, knowledge base, defect, and critical managementBenefits & perks Employee Stock Purchase ProgramHealth Insurance for the familyWellness and Education ReimbursementParental LeaveChildcare subsidiesAnd more!Posting StatementAt 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, Inc 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, Inc. and Salesforce Org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce Org will not pay any third-party agency or company that does not have a signed agreement with Salesforce Inc or Salesforce Org.Salesforce welcomes all.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt 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, Inc. 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, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.
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