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 DetailsThe Salesforce Signature Support team is looking for a driven and detail oriented Manager / Senior Manager for our rapidly growing EMEA Technical Account Manager team. Leading a team of Technical Account Managers responsible for a number of assigned accounts, maintaining a focus to ensure clients are extracting the most value out of their investment with Salesforce. As a TAM leader you will have a great track record working with teams and translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a key responsibility, demonstrating comprehensive knowledge of the Salesforce platform. You will forge relationships with your customers, developing a deep understanding of their Salesforce implementation, share technical processes and practices, and act as a point of contact for any major incidents, managing the customer’s expectations and communications through the resolution of such incidents.Lead and manage a team of TAMs, ensuring the engagement and success of their customers and the growth and nurturing of their careersDevelop relationships with key business and IT partnersDevelop internal relationships with account partners and product teamsProactive liaison and focal point into Salesforce Product and Technology teams and Technical Support Team, to address product feature/technical hurdlesPlay a key role in Product and Technical Red Account management and resolutionIdentify and collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptionsContribute and collaborate internally to the Salesforce team, share knowledge and standard processes with team members, contribute to internal projects and initiativesActively contribute with ideas to the Success of the local and wider management teamsDrive teams performance through constant feedback and performance reviewsDefine critical metrics and hold the team responsible for achieving themHire additional members to the team and be responsible for their developmentExperience/Skills RequiredAs the successful candidate you will be a great teammate, enjoy working hard, exhibit integrity, and be dedicated to going above and beyond expectations, building relationships, have excellent collaboration skills, and be able to learn new technologies quickly and use your time efficiently.Degree or equivalent relevant experience required. Experience will be evaluated based on the core competences for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)Experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Technical SupportExperience leading a technical or consultants team in the enterprise software space, providing direct oversight to engagement outcomes and overall health, as well as direct alignment to customer executive partnersFluency in English and GermanExperience leading distributed and multicultural teamsLead performance reviews and drive career discussions with the teamExperience 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 chainLarge scale implementation experience with sophisticated solutions environmentsNavigate, escalate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systemsDemonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-levelAbility to prioritise, multi-task, and perform effectively under pressureSkilled at both analysing technical concepts and translating them into business terms and for mapping business requirements into technical featuresSolid understanding of business processes (Sales, Service, Marketing, Support) business applications and automationKnowledge of the software development process and of software design methodologies (coding experience useful, but not required)Travel up to 10%Experience/Skills DesiredSalesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant)Enterprise Architecture Experience is a plusDeep technical knowledge of Salesforce products and features, capabilities, best use and how to deploy, including knowledge of the Salesforce platform and ecosystemSolid understanding of Customer Support ProcessesSecond language is a benefitAttributesEffective leader with the ability to drive and motivate a technical teamCalm, organised, positive and can do attitudeMotivated, tenacious, drive to succeed in a fast-paced environmentAbility to learn quickly and adapt to changeAbility to strive in a diverse and multinational environmentAccommodationsIf 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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