Senior Technical Account Manager

Summary

Join Own Company's Customer Success team as a Senior Technical Account Manager, FedRAMP. You will be responsible for assigned US Government accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Own Company investment.

Requirements

• Bachelor’s degree in business or engineering
• Minimum of 5 years relevant work experience in one or more of the following: FedRAMP/GovCloud Enterprise Architecture, Technology Consulting, Customer Success, Senior Salesforce Administrator, Technology Solutions Development, Technical and/or Solutions Architecture
• Proficient with both declarative and programmatic product features in Salesforce
• Proficient with use of the Salesforce APIs
• At least 2 Salesforce product certifications
• Experience in dealing with large, complex, distributed systems scale business
• Navigate, escalate and lead efforts on complex US Government customer requests or projects involving multiple parties and enterprise systems
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features

Responsibilities

• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities
• Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Salesforce and Own Company products
• Attain a Trusted Advisor status with both key business and technical decision-makers
• Identify key industry business process areas for the opportunity to use the Salesforce platform
• Lead DR planning activities and provide relevant technical recommendations on solutions to customers’ business needs in this area
• In support of the Customer Success Manager and Account Executive, monitor and identify trends in Salesforce adoption and utilization, Success Plan adoption and utilization, providing guidance as part of periodic reviews
• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies
• Provide proactive communications in the event of a service degradation or disruption
• 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
• Provide timely account or issue executive level summary status reports both internally and to the customer
• Identify and collaborate with internal teams to ameliorate renewal risks for both license and success plans subscriptions

Benefits

• Unlimited PTO
• Generous medical benefits
• 401(k) savings plan with a 4% employer match