TAM - San Jose, Costa Rica

Description

About You

We are seeking a highly motivated, passionate and tech savvy Technical Account Manager. Reporting to the VP Customer Success Technology, you will be responsible for the implementation, onboarding, and initial success of assigned customers who are using the Flosum suite of products. Ensuring Onboarding, Adoption, and Continuing Usage is imperative to high retention rates, increased sales and driving revenue in this SaaS company. A Technical Account manager must, therefore, have the potential to lead the post sales enablement efforts and bring value to customers.

About the Technical Account Management (TAM) Team

The technical account management team connects our clients with Flosum’s industry leading Salesforce DevOps, Data Management and Security solutions to drive productivity enhancements and satisfy compliance/auditing requirements. Located across the globe, this team focuses on post-sale customer onboarding and maximizing the customer’s value from their Flosum investment. It also provides thought leadership and process consultation to optimize our client’s DevOps, Data Management and Security processes.

Working collaboratively with the Customer Success Management team, this team develops and cultivates relationships within the customer organization, boosts customer satisfaction and becomes a trusted advisor to the customer.

What it Takes

As a Technical Account Manager at Flosum you will be accountable for:

Onboarding customer successfully post-sale as a white-glove experience and the overall technical success of your assigned customers

Driving minimal time to value with Flosum solutions

Advising customers on how to implement and optimize their DevOps and DevSecOps processes and providing thought leadership on DevOps and Salesforce evolving trends

Enhance our customers software delivery pipeline, increase efficiency, and improve the overall reliability and scalability of customers' Salesforce implementation.

Provide technical guidance and mentorship to development teams, ensuring adherence to DevOps and DevSecOps principles and best practices.

Proactively engaging users and managers from a technical and relationship purview

Communicating the value of our products consistently and through creative ways

Encouraging adoption of new features and enhancements, providing training where necessary

Ensuring delivery of continuous value to support successful renewal of customers

Managing Escalation and Touchpoints throughout customer journey, including scheduling meetings and providing written recaps.

Gather product feedback and recommendations from customers; provide prioritized list to the development team

Draft client-facing documentation including support articles, FAQ’s, release notes and be part of regular customer webinars

Ideal candidate will have:

5 years of experience in a customer-facing role, interfacing with stakeholders, supporting customer technical implementations

Strong Salesforce Background – Admin skills required, Salesforce certifications and Salesforce development skills preferred

Proven experience as a DevOps Architect, DevOps Engineer, or a similar role, with a track record of successfully implementing DevOps practices in large-scale projects.

Ability to communicate with client technical team members about DevOps Processes

You can elicit client needs and prioritize for internal product teams

You love building relationships, have exceptional communication skills, and are committed to making our customers successful.

You are highly organized, have a positive attitude, and are a natural problem solver.

You enjoy multi-tasking and working cross-functionally in a collaborative environment.

Flosum delivers great products because we hire great people. We are committed to providing an equal opportunity environment where employees are empowered to do their best work.

In order to support our global customer base and recruit top talent, Flosum is a 100% distributed company. Our employees work remotely from their home offices or any other private, professional environment of their choice.

Bonus Points For

Salesforce Architect Certifications

Previous experience as a release manager and/or with managing DevOps solutions and technologies such as Jenkins and Git

A background in technical support, professional services, or technical account management

Experience with cloud platforms like AWS, Azure, or GCP

Salesforce DevOPS Architect (COSTA RICA or Brazil or Colombia))

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