Director/Sr. Director, Technical Account Management

Bellevue, WA, United States

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Job Category

Customer Success Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.

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 Director, 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.

You are a root-cause problem solver who, from diagnosis and prescription through alignment and implementation, demonstrates good judgment and superb communication. You apply in-depth knowledge of organizational objectives to recommend approaches and obtain results. All in all, you demonstrate a customer first approach to drive impact from your team and resources. You are excellent in front of customers and partners as well as a strong collaborator with the sales teams in our collective pursuit of enabling our customers’ success, adoption, and growth.

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 one-on-one 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 multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.

Participate in organizational planning and initiatives within our regional and global support teams.

Serve as Director level escalation 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...

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.)

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.

Technically Savvy. You have an analytical, data driven, and process mentality. Experience with analytics, data, databases, predictive modeling, or business intelligence preferred. Previous experience with Java application server (network and systems) is ideal. Knowledge of Salesforce is also preferred.

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!

This is an office-flexible role. The expectation is to be in-office 2 days a week if local to an office, otherwise it will be remote.

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com .

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce .

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $174,900 to $253,700. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.

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