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Posizione:

As a Technical Account Manager (TAM) in our EMEA TAM Team, the successful candidate will have the responsibility for partnering with a small number of assigned accounts to improve their overall technical and operational health. You will help the customer navigate through proactive and reactive support services to drive technical customer success and ultimately value. You should have a track record in translating sophisticated technical issues and driving service maturity through positive partnerships.

Being the trusted advisor for our most strategic customers is key, building an extensive knowledge of the Salesforce platform. The TAM will forge relationships with the key customer touchpoints and account teams, develop a deep technical understanding of their Salesforce implementation, share technical best methods, and adopt proactive services.

In major incidents the TAM acts as a point of contact, managing the customer’s expectations and communications to all levels.

The Salesforce magic is our culture of Trust, Customer Success, Equality and Inclusion, where we win as a “We” not a “Me”. At the core of every successful TAM is the highly developed ability to build strong trusted and positive relationships, gaining enjoyment through complex challenges to help customers do more while exhibiting a growth mindset. Trusted relationships form the cornerstone of every engagement with the ability to collaborate and clearly communicate and to learn new technologies quickly.

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 your clients need.

Responsibilities

The TAMs main role will be to orchestrate the entire Signature Success Support Experience for the aligned customers and their wider teams, including their partners. Become part of those customers Salesforce team and partner with them to provide recommendations, insights, and guidance tailored to their deployment:

• Develop a trusted relationship with key technical and business customers armed with efficient standard practices for enterprise architecture and become an authority on a customer’s implementation by understanding top business goals and priorities
• Understand customer trends, analyze patterns and identify action plans with a focus on critical issues prevention and risk mitigation
• Coordinate and orchestrate the Proactive Services Program using our 24×7 monitoring and solution analysis trends and insights
• Advocate for customers’ priorities internally within Salesforce while proactively working with the Salesforce R&D, Infrastructure & Product teams on technical issues, product roadmap changes, new feature requests, technical hurdles, etc
• Be a point-of-contact for all Support-related post-sales activities (pre-implementation through steady-state and renewal) and orchestrate all Salesforce teams’ efforts to ensure the highest levels of customer happiness

Location: Rome, Milan

Requisiti:

To be successful in this role, the following experience is preferred:

• Experience in a customer-facing role, working with executive customers, supporting customer technical implementations or transformation programs
• Fluent in English and Italian.
• Comfortable with working autonomously and as part of a remote team
• Experienced at leading the navigation, prioritization, and management of technically sophisticated customer requests or projects involving multiple parties and high volumes of transactions/load in distributed enterprise systems
• Good communication skills – having previously communicated effectively with and influenced at all levels of the internal organization and with the customer
• Have some understanding of database, application, and network technologies used in Cloud Computing (i.e. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy), and internet technologies (i.e firewalls, web servers, web proxy servers, application servers, CDN, DNS).
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Attributes:

• Ability to prioritize, multi-task, and perform effectively under pressure
• Ability to learn quickly and adapt to change
• Technologically savvy!

Altre informazioni:

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• Parental benefits
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