Senior Technical Account Manager

Salesforce - Hillsboro, OR

Full-time - Mid Level

Remote - Hillsboro, OR

Publishing Industries

About the position

The Senior Technical Account Manager at Salesforce is responsible for developing and maintaining relationships with key customer business and IT partners. This role focuses on understanding customers' business goals and priorities, providing guidance on Salesforce features, and ensuring customer satisfaction through proactive support and advocacy during high-severity cases. The position also involves coordinating services and tracking incident resolutions to enhance customer experience on the Salesforce platform.

Responsibilities

• Develop and maintain relationships with key customer business and IT partners.
• Understand customers' top business goals and priorities.
• Act as an internal authority on customers' key value drivers and needs.
• Coordinate the completion of the Signature Success catalog of services for assigned customers.
• Provide timely, proactive Salesforce feature guidance based on customer interests.
• Advise customers on the adoption of existing and new Salesforce features.
• Identify potential challenges and risks to customers' implementations.
• Communicate the value of Signature Success to all customer stakeholders.
• Advocate for customers during the triage and resolution of high severity cases.
• Provide regular updates to key customer contacts during infrastructure service degradations.
• Partner with internal teams for after-hours coordination during incidents.
• Track internal root cause analysis efforts and communicate findings to customers.

Requirements

• Master's degree in Computer Science, Engineering, or a closely related quantitative discipline.
• Two years of experience in the job offered or in a related field.
• A related technical degree is required.

Nice-to-haves

• Experience with J2SE, Servlets, JSP, Struts, Springs, Web-Services, Swift, HTML5, CSS, JavaScript, jQuery, XML, JSON, Ajax, and PL/SQL.

Benefits

• Telecommuting options available.
• Travel to Salesforce offices may be required.