Senior Customer Success Manager

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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 Customer Success Manager (CSM) 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 CSM 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…

• Engagement Cadence –Maintain a regular engagement cadence with the customer and customer executives that covers all phases of the post‐purchase customer journey from Onboarding to Value Realization to Renewal. Create a Success Plan that outlines the customer’s business goals and adoption activities needed to meet that goal. Lead regular Executive Business Reviews to track progress against the customer’s goals.

• Building Community – Driving engagement and champions across the broader customer network, and leading initiatives such as Champion user groups, Tableau Days, Lunch and Learns, Webinars etc.

• Product Advocacy – Act as the bridge between the customer and Tableau’s product teams by understanding the customer’s needs, the impact it will have on their business and communicate that internally. Communicate Tableau’s product investments back to the customer and the value it will add to the customer. Connect Tableau’s product teams with individuals and groups at the customer and enrol the customer in Tableau’s beta programs.

• Documenting Value –Understand the business value that Tableau provides to your customers by documenting their use cases and the financial impact (revenue generated, cost saved, productivity improved etc.). 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.

• Adoption Metrics – Leverage data to track the success of your adoption activities. This will include creating an Adoption Map laying out the groups leveraging Tableau, 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.

• Support Advocacy – Work closely with the customer and Tableau support teams to manage expectations based on their support agreement with Tableau. When necessary, act as the point of escalation for customer support issues.

• Risk management – Proactively engage with the customer estate, ensuring any risks are identified as early as possible, what their commercial or technology impact could be, and clear action plans are devised to overcome.

Who you are…

• Experience.Previous experience 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. Fluency in both French and English is essential.

• 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.

• Languages:Fluency in both English and French is essential.
  

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