We’re seeking a Technical Account Manager (TAM) to enable our customers to maximize the full value of the Conversica service through its integration with Salesforce and other CRMs. The TAM will be responsible for providing technical support during the sales cycle, leading the integration and onboarding of new customers and providing ongoing technical support to existing customers. This individual must be comfortable advising a variety of mid-size customers from a wide range of industries. He or she will build and maintain strong relationships with multiple roles within their assigned customers, including senior executives, Salesforce administrators, and inside sales/marketing managers. Prior experience with Salesforce is required and experience with marketing automation systems is a preferred.

Responsibilities

•  Lead integration, configuration and onboarding of the Salesforce Conversica app and other integration types with new customers
• Support sales reps during sales cycle including technical demos, answering technical questions and solution design
• Be the customer-facing “product expert”
• Develop trusted advisor relationships with customers’ technical staff, managers and executive sponsors
• Provide ongoing technical support to customers
• Serve as a customer advocate including: collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to Product Management
• Maintain an understanding of open cases for customers to ensure efficient handling
• Escalate and resolve customers’ technical issues by working closely with internal engineering resources

Desired Skills and Expertise

• 2+ years of relevant work experience, including technical account management, technical product support, software development or sales engineering to enterprise customers
• Bachelor’s degree in Computer Science or equivalent experience preferred
• Prior project management experience a strong plus
• Strong knowledge and experience working with Salesforce (admin experience a plus)
• SaaS/Cloud domain expertise required
• Critical thinker and skilled problem solver, can troubleshoot technical issues to determine right path to resolution
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty
• Professional demeanor, able to manage situations of high stress
• Track record in managing multiple customers and cases
• Strong interpersonal skills and experience initiating and building strong relationships
• Excellent individual and group presentation, written, and oral communication skills
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.