Technical Account Manager at OwnBackup

| Greater NYC Area
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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.

OwnBackup Customer Success team is looking for a driven and detail oriented Technical Account Manager. 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 their OwnBackup investment. 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 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

  • 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 benefits customers’ ongoing usage of Salesforce.
  • Attain Trusted Advisor status with both key business and technical decision makers.
  • Identify key industry business process areas for opportunity to use the Salesforce platform.
  • Advocate for innovation and early adoption of platform capabilities with our 3 release yearly schedule through customized release reviews.
  • Uncover projects that are fit for our Configuration Services, gather key requirements and act as liaison between the customer and the Configuration Services team.
  • Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specifics to customers’ business needs.
  • In support of the Customer Success Engineer and Account Manager, monitor and identify trends in Salesforce adoption and utilization, Success Plan adoption and utilization, providing guidance as part of Quarterly Success reviews.
  • Proactive liaison and focal point into Salesforce Technology and Product teams and Technical Support Team, to address product feature/technical hurdles.
  • Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
  • Play a key role in Product and Technical Red Account management and resolution.
  • 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.

Requirements

  • Bachelor’s degree in business or engineering
  • Minimum of 3 years relevant work experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture.
  • Proficient in use and troubleshooting of Salesforce APIs and Salesforce Apex code
  • At least 2 Salesforce product certifications
  • Experience in dealing with large, complex, distributed systems scale business.
  • Navigate, escalate and lead efforts on complex 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.
  • Second language is a benefit.
  • Ability to travel up to 50%

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Ruby on RailsFrameworks
    • Maria DBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • BalsamiqDesign
    • JIRAManagement
    • TrelloManagement
    • HubSpotCMS
    • SalesforceCRM
    • HubSpotEmail
    • HubSpotLead Gen

Location

Englewood Cliffs is a borough in Bergen County and our office surrounds world HQs such as CNBC, LG Corp, Unilever, Ferrari, and Maserati.

An Insider's view of OwnBackup

How does your team reward individual success?

At Ownbackup, internal promotions are extremely common. This is a key attainable measurement of success, rewarded based on your current role and interest in growth.
Beyond hitting our sales goals and metrics, we look forward to the opportunity to attend Presidents Club held in Aruba every April.

Tara Draganescu

Account Executive

What does your typical day look like?

My day at OwnBackup starts off pretty great. I commute in on the Manhattan shuttle that OwnBackup offers which makes my life that much easier. When I arrive at our HQ I'm greeted by everyone as I walk through the office. I head to my desk, latte in hand, and conduct my morning recruiter calls, review applications, and sync up with hiring managers.

Shira Jason

Talent Acquisition

How has your career grown since starting at the company?

I have been privileged with many opportunities to tremendously succeed and grow in my professional career at OwnBackup. I originally started as an SDR and after hitting my metrics I moved up to SDR 2, SDR 3, and then ADR (Account Development Representative) & Team Lead. I now am the Business Development Manager of the SDR team in North America.

Shira Osdoba

Sales Development Manager

How do you make yourself accessible to the rest of the team?

Our team is a very intense and process/transactions driven environment. I always make myself accessible on the “call floor”, for meetings, conversations or just brainstorming. I truly believe in an open-door policy where anything & everything is “on the table”. It’s best to talk everything out, instead of holding it in.

Rob Ween

Regional Vice President

What’s the vibe like in the office?

The vibe in the office at OwnBackup is unlike any other place I’ve worked. When you walk in there’s always people around not only working hard but having a great time while doing it. It's the kind of place where you’re always happy to come in and see your friends (colleagues). The kitchen snacks and happy hours don't hurt either.

Adam Layman

Senior Enterprise Solution Engineer

What are OwnBackup Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
OwnBackup has an employee-led committee that strives to enhance our employee experience and maintain our unique and fun-loving culture.
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Pre-tax discounts for commuting as well as a FREE shuttle from NYC to our NJ Office.
Company Outings
OwnBackup hosts company outings semi-annually, where we gather employees from around the globe in fun locations (usually near a beach), as well as other smaller group outings throughout the year.
Free Daily Meals
Game Room
We have arcade machines and console systems scattered throughout our office.
Stocked Kitchen
Happy Hours
Happy hours are hosted on a regular basis, and we also celebrate special events and big milestones.
Parking
Free on-site parking
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring.
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