Technical Account Manager

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.

The Technical Account Management team within Signature Success is looking for a driven and customer-focused Technical Account Manager TAM) to serve as a primary contact point for a number of Salesforce’s Signature customer accounts with a focus on **Mulesoft **.

For your assigned accounts you will be responsible for maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Technical Account Manager is a proactive role, maintaining awareness of the customer's business needs - focusing on key events, potential risks and value drivers.

As a trusted advisor, the TAM will build a track record in customer success through excellent communication with stakeholders and your comprehensive knowledge of Mulesoft to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share best practices, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a TAM you will act as the technical main interface on behalf of our Signature customers, leveraging you knowledge of Mulesoft to work closely across both internal and external collaborators, including partners and ISVs as required to address customer needs. You will occasionally be required to act as a point of contact during major incidents, owning the customer’s expectations and communications through the resolution of such incidents..

To be successful in this role you will have an extraordinary focus on customer success, enjoying building relationships, be an exceptional communicator with excellent collaboration skills, have a proactive mindset, always exhibit professionalism, be dedicated to meeting and exceeding expectations and have the ability to learn new technologies quickly.

**Responsibilities**
- Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal stakeholders.
- Help your customers achieve their business goals and outcomes on the Salesforce platform by:

- coordinating the completion of the Signature Success catalog of services as required for your customer
- providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
- acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation
- reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance
- Drive and communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.
- During standard business hours, act as an advocate for customers during the triage and resolution of major incidents, partnering with internal teams such as Signature Support delivery and the Critical Incident Center to assist with the timely resolution of these issues. Track the internal root cause analysis efforts to provide the customer details of the cause and p reventative actions.
- The TAM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

**Technical Requirements**:

- Experience building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers such as AWS, Azure, and GCP.
- Solid understanding of HTML, CSS, and JavaScript.
- Deep knowledge of Internet technologies and protocols such as TLS, HTTP, REST, Webservices, firewalls, web servers, proxy servers
- Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc
- In-depth knowledge of database concepts and data management (RDBMS) and SQL.
- Experience in troubleshooting container and con