Salesforce

Senior Principal Success Manager, Enterprise - Tableau

Salesforce

June 10, 2021


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Job Category
Customer Success Group
Job Details
Who we are...
Tableau is as much a philosophy as an amazing suite of tools. We enable people to transform data into something visual and understandable, enabling people to make important decisions based on those insights. If you are passionate about technology, but also care deeply about doing something meaningful, Tableau is the place for you. Our products have been key in helping fight Malaria, Ebola, and most recently COVID19, by providing data insights to medical professionals into where these diseases are spreading.
As a Senior Principal Customer Success Manager, you will be responsible for customer adoption, retention, and satisfaction for a specific book of accounts in our Enterprise Global Service Integrators’ Business . Through partnership and collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the Tableau platform. You will interact with customers daily to build relationships, drive adoption, provide awareness to all available Tableau resources, ensure on-time subscription renewals, and uncover growth opportunities. Ultimately, you’ll be the customer’s trusted advisor and advocate to ensure customer success.
Some of the things you’ll be doing include…

  • Ensure customers’ execution of their analytics strategy that drives business impact and value to the customer.

  • Drive adoption of a customers’ Tableau investments by guiding actions and capability development. These actions include, but are not restricted to: documenting customer’s goals and developing a plan for their success, establishing success metrics, identifying potential roadblocks, and providing prescriptive recommendations

  • Proactive relationship management with accounts to maintain overall customer health

  • Meet or exceed quarterly retention goals

  • Maintain deep understanding of Tableau’s platform and speak with customers about the most relevant features/functionality for their specific business needs

  • Perform regularly scheduled meetings with key stakeholders to ensure the goals are being met

  • Monitor and report on the health/risk of assigned accounts across Tableau Sales Account Management Team

  • Act as point of escalation when required and help manage customer expectations

  • Identify new sales opportunities (upsell or cross-sell) through customer engagements and communicate to Tableau Sales Account Manager for execution

  • You will foster a sense of community with your customers by supporting internal Tableau User Groups by helping creating Centers of Excellence and providing necessary information for wiki pages, best practices, and encourage internal use case sharing

Who You Are…

  • Experienced . Minimum of 5 years’ experience in Customer Success/ Account Management/Program Management/Project Management role for a software company. Bachelor's Degree preferred.

  • Technical . You have experience using business intelligence tools (ideally Tableau) and are able to “walk the walk” with technical customer teams. You will be the first line of defense for customers who are having trouble with the product before sending them to our support team. You are willing to learn and continue to develop your knowledge of Tableau’s products.

  • Sales Oriented . You have a thorough understanding of an organization’s structure and procurement process. You can quickly recognize when growth conversations are needed.

  • Excellent Communicator. Beyond knowing what to say and how to say it, you communicate effectively across the experience / management spectrum, can ‘translate’ between technical and non-technical teams, and can empathetically communicate a customer’s pain to internal Tableau teams.

  • Passionate. You are passionate about helping your customers maximize the benefits of Tableau and understand the important of success to the account and the individual.

  • Energetic and Creative. Energy and enthusiasm are your hallmarks; you love the creative process and think outside-the-box, wowing people with your interesting angles and quality work.

  • Resilient. Never satisfied with ‘no’ for an answer; you’re able to withstand and recover quickly from difficult situations.

  • You are a Recruiter ! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!

For Colorado-based roles: Minimum annual salary of $126,100. You may also be entitled to receive incentive compensation and benefits.
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