Support Account Specialist

Location(s):
Dublin, Ireland
 
Description: Salesforce.com is the enterprise cloud computing company. Our portfolio of Software-as-a-Service (SaaS) applications, including our award-winning customer relationship management (CRM), has revolutionised the ways that customers manage and share business information over the Internet. Salesforce.com has evolved from a startup founded by four people in a cramped San Francisco apartment ten years ago to a company described by Barron’s as “the fastest growing business software company in the world”. With more than 3,500 employees, over $1B in annual revenues, and over 1.5 million users worldwide, we are proud to contribute to the success of companies of all sizes, in all industries, around the globe. According to Gartner, 25% of all software will be deployed via the cloud computing model by 2011. No matter how you slice it, the future of software is cloud computing. Consider joining the cloud computing leader, Salesforce.com, and be part of the team that is creating this future.

For more than 9 years, salesforce.com has been operating in Europe. More than 600 regional employees work in Sales, Professional Services, Customer Support, Marketing, Finance, and other G&A roles. Our Dublin, Ireland, office is the European hub for our Corporate Sales organisation, focused on delivering customer solutions to companies with 1–1,000 employees. Dublin has doubled in size in the last year and now has more than 200 employees supporting all of Europe. The Dublin office is in a state-of-the-art building in Sandyford Business Park, only 20 minutes from the City Centre. With 10 offices across Europe, our Enterprise Sales organisation focuses on field sales to customers and prospects with more than 1,000 employees. We have teams focused on regional as well as vertical markets. To support this expansion into vertical markets, we’ve recently opened a new office in the heart of the City of London and a new facility including customer training facilities in Staines, Middlesex.
Salesforce.com is one of the Fastest Growing Technology Companies Worldwide and we are currently hiring for Business Support Analysts (Technical Account Managers).
Your role as a Business Support Analyst (Technical Account Managers) involves being a customer champion for our Global Enterprise Premier Support accounts. Your prime focus will be resolving escalated technical support issues, building a relationship with assigned Salesforce customers and become a trusted advisor. You will be engaged at the account level in providing recommendations and proactive best practice advice to optimize and expand usage of the application.

Responsibilities:
  • Manage high visibility and strategic Global Enterprise Premier support accounts and ensure 100% customer satisfaction and success with Salesforce.
  • Provide prompt and complete resolution to technical challenges and business issues that have been escalated.
  • Lead the resolution of critical account issues.
  • Provide timely account status reporting both to customers and management.
  • Develop and execute plans to address customer satisfaction gaps.
  • Advocate customer's priorities internally within Salesforce.
  • Engage with customer business stakeholders to drive customer success and optimisation of the application use.
  • Proactively identify and implement application solutions and enhancements
  • Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
  • Serve as a Subject Matter Expert (SME), in specific functional and technical areas
  • Establish strong relationships with Sales, Professional Services, Customer Support Manager and other internal resources as appropriate.
  • Provide annual onsite visit to review and provide recommendations around usage (Yearly Customer Healthcheck)


Required Skills/Experience:
  • Technical Support experience with CRM or related applications (i.e. ERP System), ideally in a SaaS environment
  • BA/BS Degree (or equivalent) in a related discipline
  • Fluency in English
  • Previous experience managing external customers in a support capacity
  • Previous project management experience
  • Demonstrated professionalism interacting with all levels of management
  • Excellent negotiation and influencing skills
  • Excellent written and verbal communication skills
  • Analysis, troubleshooting, and problem solving expertise
  • Ability to effectively prioritize and escalate customer issues
  • Detailed, organized, and results oriented
  • Ability to multi-task and perform effectively under pressure
  • Requires some travel


Desired Skills:
  • Experience using network troubleshooting tools such as ping, traceroute and nslookup
  • Read, develop, troubleshoot and debug software in Visual Basic and Java
  • Familiarity with development environments including Visual Studio, Jbuilder, and AJAX
  • Experience with TCP/IP, HTTP, HTTPS, FTP, DNS, SMTP
  • Knowledge and experience working with LAN/WAN infrastructure technologies, Web Hosting, LAN/WAN, T1
  • Solid understanding of Internet technologies, routers, firewalls, web servers, web proxy servers
  • Understanding of database concepts and data management (RDBMS)
  • Experience with XML, Java and SQL


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