Director, Technical Account Manager - Ciudad de México - Salesforce

Salesforce

Empresa verificada

Ciudad de México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Job Category :
Customer Success Group

Job Details:

The Premium Support team is responsible for identifying and addressing enterprise-level technical concerns and aligning proactive guidance to our customers' business objectives.

Technical Account Managers provide specialized technical expertise to the accounts that invest in this premier program, acting as the main technical point of contact for our customers' IT and BI leadership.

Internally, we coordinate with Product Management, Sales, Technical Support, and Engineering to drive customer outcomes.

What you'll be doing...
As the Sr.

Manager, Technical Account Manager you will promote a customer-centric support environment that goes above and beyond what the customer expects, and will ensure that every Tableau technical support contact is positive.

You are an outstanding, customer focused leader with the ability to engender followership to make valuable contributions with strategic projects and initiatives.

You will help optimize the Support team for growth; identifying and promoting opportunities to reduce the amount of direct support required through product improvements, training, tooling, online support, and self-service.

You will provide individual and team leadership and motivation by establishing clear expectations and mentoring employees to achieve Tableau's support goal.

Some of the things you'll be doing include...

Interview, onboard, mentor, and promote successful TAMs.
Delegate and onboard new accounts into your team of TAMs.
Continually assess team skills and knowledge, and usefulness of available resources and support tools and actively work with the Training and Systems Managers to address gaps.
Maintain a regular oneonone meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs.
Provide leadership, coaching, technical guidance, performance feedback, and growth opportunities to the team daily.
Continuously provide opportunities for team members to actively develop marketable skills. Actively identify and coordinate training topics and address skill gaps on the team
Actively manage the support schedule and work assignments.
Ensure each team member is actively contributing to the improvement of online services by setting expectations and contribution goals.
Ensure new hire and ongoing training is comprehensive and effective.
Support your team through customer renewal and expansion events.
Accompany your team on customer onsite events and in quarterly business reviews.
Lead oversight on critical customer issues, working across Support, Sustaining Engineering, and Development until resolution is achieved.
Build strong multifunctional working relationships with Solutions, Sales, Engineering, and Product Management.
Participate in organizational planning and initiatives within our regional and global support teams.
Serve as Sr. management level customer concern and pursue each critical issue as an opportunity to drive the customer relationship.
Track and identify frequently occurring, high impact support issues and communicate through appropriate channels for resolution.
Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
Stay ahead of product plans and schedule training/briefings for Technical Support.
Track bugs and feature requests status to stay on top of the hot issues.
Supervise and raise potential customer and team issues to the Support Director in a timely manner.
Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management

Who You Are...

Experienced. 5+ years of consecutive management experience in a software product/technical support department or 10 years of related, direct customer contact experience. Business Intelligence background is helpful.
Strong Leader. Entrepreneurial and "lead from the front". You're a proven leader and motivator, with deep experience leading technical support organizations.
Customer Centric. You have a strong empathy for customers and deliver customer support like you expect to receive it; with excellence.
Excellent Communicator. You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.
You are a Recruiter We hire company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world

Accommodations:

Posting Statement:

At Salesforce we believe that the business of business is to improve the state of o