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The Technical Account Management team within Signature Success is looking for a driven and customer-focused Technical Account Manager (TAM) be a primary contact point for a number of our Signature customer accounts. For your assigned accounts, you are responsible for maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health, realizing the maximum value out of their Salesforce investment. Taking a proactive role, the TAM will have awareness of the customer's business needs - focusing on key events, potential risks and value drivers.
Through superb communication with partners and extensive knowledge of Salesforce products, you provide guidance on best practice, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, 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 the main technical interface on behalf of our Signature customers, you will work closely across both internal and external collaborators, including partners and ISVs as required to address customer needs.
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 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 recommendations
Communicating and translating details of incidents and their resolution to key contacts by partnering with subject matter experts
Drive and communicate the value of Signature Success to minimise attrition.
Be accountable for ensuring all collaborators 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 preventative 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.
Fluent Thai and English speaking
Experience in a previous technical customer success, technical consulting, technical solutions development or technical/solutions architecture role within the SaaS industry
Salesforce Certified Administrator or Salesforce Certified Service Cloud Consultant qualifications, allowing deep knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Exceptional communication and presentation skills to communicate and influence optimally at all levels of the organization, including executive and C-level.
Capable of explaining complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development process and design methodologies
Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Other Salesforce product certifications are a plus (Mulesoft, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Marketing Cloud Specialist, Commerce Cloud & Heroku).
Knowledge or experience in Retail and Consumer Goods industry a plus.
Experience working with Enterprise-level customers
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