Salesforce.com Commerce Cloud Technical Account Manager in New York, New York
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Job CategoryCustomer Success Group
The Customer Success team is looking for a driven and detail-oriented
Technical Account Manager. You will have responsibility for a small
number of assigned accounts, maintaining a single-minded focus to ensure
clients are extracting the most value out of their Salesforce
investment. The TAM will have a track record in translating complex
technical issues into tangible solutions. Collaboration with our most
strategic customers is a primary responsibility, demonstrating
comprehensive knowledge of the Salesforce platform. You will forge
relationships with your customers, developing a deep technical
understanding of their Salesforce implementation, share technical best
practices and act as point of contact for any major incidents, managing
the customer's expectations and communications through resolution of
The ideal TAM is a team player, enjoys complex challenges, exhibits
professionalism, is dedicated to meeting and exceeding expectations,
building relationships, has excellent collaboration skills, is able to
learn new technologies quickly and uses their time efficiently. The TAM
will likely be required to travel to customer sites and may need to be
available for some after-hour or weekend coverage depending on the
Function as the Commerce Cloud Subject Matter Expert (SME) for the
technical and operational configuration (and needs) of the customer.
Attain Trusted Advisor status by developingrelationships with key
stakeholders, site owners & administrators.
Work closely with the customer to prepare for peak periods and high
traffic sales events by assisting withload & performance testing,
configuration and tuning.
Provide proactive Communications in the event of a service degradation
Participate in issues and act as an advocate for customers during the
triage and resolution of high severity cases, driving business
reliability and customer satisfaction
Conduct regular checkpoint calls with the customer to review Commerce
Cloud releases, performance trends, status of support cases and key
Responsible for the coordination of cross-functional resources (from
Support, Engineering, Client Services) to support the customers with the
resolution of technical issues.
Provide timely account or issue executive level summary status reports
both internally and to the customer.
Coordinate and work closely with the Commerce Cloud Success Manager to
ensure tight coordination and alignment on all aspects of account
management and communication including Quarterly Success Reviews.
Identify and advocate for customer products needs with Salesforce
Technology and Product teams.
Proactive liaison and focal point into Salesforce Technology and Product
teams and Technical Support Team, to address product feature/technical
Forewarn customers of technology changes or potential disruptions to
their service and advise on mitigation strategies.
Assist in driving follow-up/completion of recommendations provided as
part of technical Accelerators.
Assist customers with finding solutions via the Commerce Cloud Partner
Community or other service offerings thatmay benefit the customer.
Contribute and collaborate internally to the Salesforce team, share
knowledge and best practices with team members, contribute to internal
projects and initiatives and serve as Subject Matter Expert (SME) for
specific technical or process areas.
Minimum of 5 years relevant work experience in one or more of the
following: Technical Support, Technical Account Management, Project or
Program Management,Development, or Technical Services/Architect roles.
Ability to prioritize, multi-task, and perform effectively under
Experience with cloud computing technologies; SOA, application servers,
middleware, enterprise application integrations, databases, security,
performance & scalability - ideally in eCommerce or similar applications
(ERP, CRM) in a SaaS environment
Experienced with providing consulting or support to large scale,
enterprise level accounts with technically complex configurations and
high volumes of transactions/load
Ability to effectively lead efforts to manage complex customer requests
and escalations within a cross-functional team
Strong communication skills with demonstrated ability to effectively
communicate and influence at all levels of an organization, including
Aptitude for both analyzing technical concepts and translating them into
business terms, and for mapping business requirements into technical
BA/BS Degree (or equivalent)
Previous experience as a hands-on technologist preferred - in a Solution
Architect or Technical Support Engineer role
Salesforce Commerce Cloud certifications are a plus.
Experience with Salesforce Commerce Cloud preferred (former Demandware
eCommerce knowledge is a plus.
Familiarity with the servers, database, application and network
technologies used for operating a high traffic web site (e.g knowledge
of network topologies and devices, database concepts and SQL,
multi-tenancy, load balancer, CDN, application servers).
Knowledge of the software development process and of software design
methodologies (coding experience useful, but not required).
For Colorado-based roles: Minimum annual salary of $83,700 You may also
be entitled to receive 10% bonus, restricted stock units, and benefits
Salesforce, the Customer Success Platform and world's \#1 CRM, empowers
companies to connect with their customers in a whole new way. The
company was founded on three disruptive ideas: a new technology model in
cloud computing, a pay-as-you-go business model, and a new integrated
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company to great heights, including being named one of Forbes's "World's
Most Innovative Company" five years in a row and one of Fortune's "100
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growing of the top 10 enterprise software companies, and this level of
growth equals incredible opportunities to grow a career at Salesforce.
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