Company Description

OwnBackup is a leading cloud-to-cloud backup & restore vendor. We provide secure, automated, daily backups of SaaS & PaaS data as well as sophisticated data compare & restore tools for disaster recovery. Our solution complements the SaaS vendor’s (e.g. Salesforce) built-in data-protection mechanisms by covering data loss & corruption caused by human errors, malicious intent, integration errors, and rogue applications. The solution also provides enterprises with the performance and reporting required to meet compliance regulations in a number of industries.

OwnBackup was co-founded by data-recovery, data-protection and information-security experts, each with over 15 years experience in their respective fields. We are a top-ranked backup & restore ISV on the Salesforce.com AppExchange, the 2018 Salesforce Appy award winner, and the winner of multiple Demo Jam awards.

We believe that every employee in the company can and should make an impact every day, and we empower them to do so. If you are self-motivated, like to take initiative and are a great team player you will love working here.

Job Description

We are looking for a driven and detail oriented Technical Account Manager to join our excellent dynamic team that supports our customers primarily in the Salesforce.com ecosystem. You will have responsibility for a small number of assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of the OwnBackup platform. The TAM will have a track record in translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a primary responsibility, demonstrating comprehensive knowledge of the OwnBackup platform. You will forge relationships with your customers, developing a deep technical understanding of their Salesforce implementation, share technical best practices and act as point of contact for any major incidents, managing the customer’s expectations and communications through a resolution of such incidents.

The ideal TAM is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently. The TAM will likely be required to travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s needs.

Responsibilities

• Attain Trusted Advisor status by developing relationships with key stakeholders, site owners & administrators.
• Work closely with the customer to prepare for any project, risk assessments, annual DR exercises, audits, etc.
• Provide proactive Communications in the event of a service degradation or disruption.
• Conduct regular checkpoint calls with the customer to review OwnBackup releases, performance trends, status of support cases and key projects.
• Responsible for the coordination of cross-functional resources (from Support, Engineering, Client Services) to support the customers with the resolution of technical issues.
• Provide timely account or issue executive level summary status reports both internally and to the customer.
• Contribute and collaborate internally to the Salesforce team, share knowledge and best practices with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical or process areas.
• Work with engineers on the design, deployment and continuous improvement of important infrastructure services (i.e. logging, monitoring and alerting)
• Have a strong interest in growing your career and participating in our internal training programs and mentorship initiatives.

Required Experience

• BA/BS Degree (or equivalent)
• Minimum of 5 years relevant work experience in one or more of the following: Technical Support, Technical Account Management, Project or Program Management, Development, or Technical Services/Architect roles.
• Previous experience as a hands-on technologist preferred - in a Solution Architect or Technical Support Engineer role
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Experience with cloud computing technologies; Salesforce, Mulesoft, Informatica, enterprise application integrations, databases, security, performance & scalability
• Experienced with providing consulting or support to large scale, enterprise level accounts with technically complex configurations and high volumes of transactions/load
• Ability to effectively lead efforts to manage complex customer requests and escalations within a cross-functional team
• Strong communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level
• Aptitude for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features.
• Salesforce certifications are a plus