Customer Success Manager - Tableau (Technical)

Position Summary:

The Customer Success Manager will serve as the customer’s trusted Tableau advisor and become an extension of their workforce through various areas of personalized service. In this role you will be identifying and addressing both business and technical concerns, requests, and aligning to customer priorities, projects, and problems.

You bring senior level business and technical expertise, and will act as the primary point of contact for the account by coordinating with Product Management, Sales, Technical Support, and Engineering to manage the customer relationship.

Primary Responsibilities (Essential Functions):

• Develop an in‐depth understanding of the customer’s Tableau environment, business stakeholders, and their reporting and analytical needs.
• Offer best practice guidance and recommendations for optimum health and performance of the Tableau ecosystem.
• Apply comprehensive troubleshooting and debugging skills to establish a working reproduction, acceptable resolution, and root cause.
• Build strong cross‐functional working relationships with Sales, Engineering, and Product Management.
• Provide escalation management on critical cases by working closely with Support, Sustaining Engineering, and/or Development to provide regular status updates to the customer.
• Coordinate communications with all required stakeholders on crucial support cases and high priority issues.
• Create a roadmap focusing on customer situation/goal setting and conduct quarterly reporting and deployment reviews to spot trends, proactively identify potential issues, and offer tailored release recommendations to meet stability, performance, and new feature requirements.
• Provide solutions and recommendations (including conducting workshops) to establish/expand Tableau usage at client sites.
• Identity revenue opportunities and partner with the account team to recommend paid services, licenses, training, and additional Tableau products to meet current needs and future growth.
• Communicate and build a relationship with both IT and business stakeholders
• Contribute to Tableau knowledge, community, and training resources.
• Prepare and deliver custom business and technical presentations and training internally, at customer sites and Tableau conference.

Additional Responsibilities:

• Recruitment: Tableau hires company builders; employees are expected to be on the constant lookout for the best talent to bring onboard, helping Tableau continue to build one of the best companies in the world.
• Participate in the interview cycle and assist with the candidate vetting process
• Suggest and implement improvements to internal processes and tools.
• Identify and independently take on additional tasks.
• Seek out and embrace leadership and mentoring opportunities
• Other duties as assigned
• Contribution in training/skilling up other Tableau Team members in order to strengthen the team

Knowledge and Skill Requirements:

• 10+ years demonstrated experience supporting and troubleshooting commercial end user software applications
• Demonstrated experience supporting enterprise level, mission‐critical applications ∙ Strong understanding of relational databases; understanding of enterprise data warehouse techniques, OLAP etc.
• 10+ years of experience with Cloud, databases, SQL, and Windows Server. Linux experience also preferred
• Strong understanding of networking, server set‐up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers
• Demonstrated success as a highly creative, curious technologist and problem solver ∙ Excellent listening and research skills
• Must have the ability to empathize with customers and convey confidence ∙ Excellent interpersonal skills
• Ability to build a relationship with both Business and IT stakeholders (incl. CXO communication) - Strong communication skills
• Clearly explain highly technical issues to a non‐technical audience (Especially to CXO level)
• Strong organizational skills and attention to detail
• Ability to handle frequent interruptions, re‐prioritize, multi‐task, solve problems, and make decisions in a fast paced environment strongly preferred
• (Nice to have) Tableau related Certification