Technical Account Manager

2 weeks ago

Sydney, Australia Salesforce Full time

Job Category

Customer Success

Job Details

**About Salesforce**

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.

We are seeking a dedicated and customer-focused Commerce Cloud Technical Account Manager (TAM) to join our Technical Account Management team in Signature Success. In this role, you will be the primary point of contact for Salesforce's most significant and high-profile customers. Your mission is to enhance their technical and operational health while ensuring they extract maximum value from their Salesforce investment.

**Key Responsibilities**:

- Cultivate strong relationships with key customer business and IT partners to understand their top priorities & goals, becoming their internal advocate and expert on their needs and value drivers.
- Assist **Commerce Cloud customers **in achieving their platform goals by coordinating Signature Success services, providing proactive guidance on Salesforce features, advising on feature adoption from monthly releases, and reinforcing the value of technical recommendations for improvement.
- Effectively communicate the value of Signature Success to ensure customer renewals.
- Act as a liaison during infrastructure service disruptions, providing regular updates and collaborating with internal teams for issue resolution.
- Track root cause analysis efforts and provide customers with descriptions of causes and future prevention actions following infrastructure incidents.
- Advocate for customers during the resolution of high-severity cases.
- Occasional travel to customer sites and availability for after-hour or weekend coverage may be required based on customer needs.

**Minimum Qualifications**:

- Experience in Technical Customer Success, SaaS platform usage, project leadership, Technology Consulting, Technology Solutions Development, or Technical and/or Solutions Architecture.
- Experience working with Enterprise-level customers.
- Exceptional communication and presentation skills, with the ability to influence effectively at all organizational levels, including executives and C-level.
- Proficiency in translating technical concepts into business terms and mapping business requirements to technical features.
- Knowledge of software development processes and design methodologies.
- Experience leading cross-functional teams to resolve customer needs or projects.

**Preferred Qualifications**:

- Salesforce product certifications are a plus (e.g., B2C Commerce, Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant, Marketing Cloud Specialist & Heroku).
- Knowledge of Salesforce products, features, capabilities, and best practices for deployment.
- Experience in eCommerce or Salesforce Commerce Cloud is advantageous.

**Office Flexibility**:This role offers office flexibility, with an expectation of partial in-office work.

Keen to know what kind of benefits are at Salesforce?
- Employee Stock Purchase Program
- Family Health Insurance scheme
- Financial Wellness Assistance
- Wellness and Education Reimbursements
- Employee Assistance Program
- Market leading Parental Leave
- Parent and Caregiving Support
- Fertility and Adoption Reimbursement Program

For more information visit our APAC Benefits page here

Accommodations

Posting Statement

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce. 

Salesforce welcomes all.

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