Senior Customer Success Manager, French Speaking - Tableau

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Job CategoryCustomer Success GroupJob Details

Tableau Software (a Salesforce organisation) helps people see and understand data. Our analytics platform fuels exploration, allowing you to quickly answer questions with data and share insights across your organisation. Global enterprises, early-stage start-ups, non-profits, and governments all use Tableau’s intuitive software to quickly transform their data into actionable insights. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, and making a difference in the world!

We have an exciting opportunity to work in a growing and evolving Customer Success Team, for a world class organisation. As a Senior Customer Success Manager (CSM) you bring strong business experience, and excellent customer management experience. Your key focus is to drive value, adoption and retention of your customers investment in Tableau. Success of this role is defined by the customer deriving consistent value from Tableau, resulting in the renewal and growth of their estate over time. As a SCSM you will build a strong internal network, partnering closely with the wider account team and Tableau leadership to ensure the customer receives best in class engagement.

What You’ll Be Doing...

• Maintain strong and effective engagement cadence through all levels at the Customer, covering the post‐purchase customer journey from Onboarding to Value Realization to Renewal.
• Define, track and measure Tableau’s impact on the customer’s business objectives and goals, clearly demonstrating progression and value in their investment.
• Prioritise your book of business, clearly defining your strategy to engage at scale.
• Build Community by driving engagement and champions across the broader customer network, ensuring Tableau is reaching as far as possible through the organisation and we remain the priority partner.
• Defining Value that Tableau provides to your customers by discovering use cases and the demonstrable impact they have on the customers objectives. Track and assess value realised and be able to demonstrate clear progress against agreed objectives. Use Tableau Blueprint as the method to drive adoption and value within the customer organisation.
• Leverage data to track the success of your adoption activities. Create Adoption Maps, identify the key sponsors, champions, use cases and value that Tableau is providing. Conduct capability assessments to understand where the customer is on their journey of adopting Tableau and identify areas the customer needs to invest in.
• Proactively engage with the customer ecosystem, ensuring you are driving risk prevention activity where needed. As a trusted partner, actively identify growth and service needs, and collaborate with your account team to manage effectively
  
  

Who You Are…

• Experience. Previous experience, 3+ years enterprise level, as a Customer Success Manager, Account Manager or in a consultative & targeted role. Experience working with (or for) Enterprise customers in the business intelligence and analytics space is highly desirable, however we will consider candidates from another easily transferable industry.
• Strong organisational skills. Proven ability to prioritise and maintain a system for proactively managing multiple customers, projects and requests, for creating and managing a plan, and for keeping your ad-hoc teams organised too.
• Creative, engaging and enthusiasm. Demonstrated creativity with customer engagement and problem solving. Drive change and improvement and get involved with global initiatives to continue to evolve the team.
• Excellent communication skill: Proven ability to communicate effectively across the experience / management spectrum, translate between technical and non‐technical teams, and can empathetically communicate a customer’s pain to internal Tableau teams.
• Ability to drive value. Passionate about helping customers maximise the benefits of Tableau and understand the importance of success to the account and the individual.
• Self‐motivated, choose to take ownership, enjoy self‐learning, and proactively drive success.
• Strong commercial acumen. Ability to access risk indicators, devise proactive action plans to overcome. Confident in managing expectations, investigative questioning and adapting in pressure situations.
• Strong team player, willing to help, support and advise those around you, and open to collaboration and constructive feedback to evolve in role.
  
  

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