Business Process Improvement

Technical Account Manager

To bridge the gap between your business operational needs and maximum benefit of the Salesforce.com cloud services and the Force.com platform CloudPro has established the Technical Account Manager (TAM). The TAM is a cross-functional business advisor and customer advocate who leverages extensive Salesforce product knowledge and implementation experience. The TAM's role is to ensure customer satisfaction and:

  • Serve as extended member of customer team to generate visibility of customer progress with Salesforce.com solutions, including implementation status and return on investment.
  • Coordinate issue management, escalation and resolution.
  • Serve as customer advocates elevating their needs and concerns across the organizations.
  • Advance the organization's knowledge of CRM / Saleforce.com technologies.
  • Help customers leverage the most applicable CRM / Salesforce.com best practices and solutions.
  • Develop and execute plans to address customer satisfaction gaps.
  • Maintain a keen understanding of the client's business operations; sales and marketing, customer care, and partner management requirements
  • Understand, help design and document the client's business processes, document business requirements, create workflows and communicate these to the CloudPro delivery team leaders.
  • Provide project management for assigned projects; producing status reports, schedules, coordinating resources, change orders, managing the acceptance log, arranging demos, UAT, training, and deployment into production.
  • Responsible for end user adoption, training, help desk, a usage analysis and feed-back.
  • TAM is typically deployed on-site 1 to 3 days per week or more depending on the depth of the current work load.

Development Methodology

CloudPro has perfected a Delivery Methodology based on Agile development principals that have been customized for Salesforce.com and Force.com. The Continuous Process Improvement Cycle has evolved from many years of application design, implementation, and support experience. Salesforce allows us to continuously demonstrate rapid incremental progress, make adjustments on the fly, and hone in on the exact functionality for the business.

The diagram below is intended to provide an overview of the Continuous Process Improvement Cycle.