Strategic Customer Success Manager

Job Description

What you’ll be doing...

The Strategic Customer Success Manager is senior-level role responsible for driving adoption of Tableau in a number of named accounts consisting of Tableau’s largest clients. Success of this role is defined by the customer deriving value from Tableau and renewing their subscription or maintenance. In addition, you will coordinate with the entire account team and help identify expansion opportunities.

Some of the things you’ll be doing include ...

• Engagement Cadence – You will 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. You will create a Success Plan that outlines the customer’s business goals and adoption activities needed to meet that goal. You will have regular Executive Business Reviews to track progress against the customer’s goals.
• Building Community – You will work with the customer’s Center of Excellence (CoE) or Community of Practice (CoP) to foster a strong user community. You will coordinate community activities like – Tableau Days, Lunch and Learns, Webinars etc.
• Product Advocacy – You will be 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. In addition, you will communicate Tableau’s product investments back to the customer and the value it will add to the customer. You will also connect Tableau’s product teams with individuals and groups at the customer and enroll the customer in Tableau’s beta programs.
• Documenting Value – You will 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.)
• Adoption Metrics – You will 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. You will 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 – You will work closely with the customer and Tableau support teams to manage expectations based on their support agreement with Tableau. When necessary, you will act as the point of escalation for customer support issues.

Who you are...

• Experienced. Minimum of 8+ years’ experience working with (or for) Enterprise customers in the business intelligence and analytics space. Experience in a Technical Function (such as Professional Services, Presales, Support, Technical Account Management, Service Management, BI CoE or Competency Center). Business Intelligence, Analytics, Data Warehousing, Predictive Modeling or similar background / experience
• Education. Bachelor's Degree with a technical or business focus preferred
• Organized. You have a system for keeping track of multiple customers, projects and requests, for creating and managing a plan, and for keeping your ad hoc teams organized too.
• 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.
• Amazing 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 importance of success to the account and the individual.
• Leader. You have experience leading change and process improvement teams and inspire ad-hoc teams to come together for a cause.
• Driven. You are self-motivated, choose to take ownership, enjoy self-learning, and proactively drive yourself and your customers to success.
• Experimental. You enjoy trying new things, iterating on successes, and aren’t afraid to fail fast and try again.
• 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

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Tableau Software is an Equal Opportunity Employer.

Tableau Software is a company on a mission. We help people see and understand their data. After a highly successful IPO in 2013, Tableau has become a market-defining company in the business intelligence industry. Our culture is casual and high-energy. 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, freakishly friendly customer service, and making a difference in the world!