Customer Success Manager - Tableau (Technical)

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.

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.

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