Director, Customer Solutions -Public Sector & Global System Integrators

Job Description

What you’ll be doing...

As the Director, Customer Solutions you are an exceptional, customer oriented leader who has operated at the executive level. You will help grow and optimize the Services, Support, Customer Success and Renewals teams for growth in Public Sector & Global System Integrator accounts. You will be aligned with Regional Vice President, Sales and have both matrix and direct responsibility across different functional roles across the region. With this diversity of responsibility, you will need to be able to quickly context shift between personnel development, business optimization, strategy and execution across the different functions of Customer Solutions including Customer Success, Renewals, Services and Technical Support. Ideally, you have high growth and scale leadership experience across the different disciplines of customer solutions. You are a root cause oriented problem solver who, from diagnosis and prescription through alignment and implementation, demonstrate sound judgment and excellent communication. As an experienced recruiter and people manager, you will streamline and drive recruitment, development and retention of talent. You are excellent in front of customers and partners as well as a strong collaborator with the sales teams in our collective pursuit of enabling our customers’ success, adoption, and growth.

Primary Responsibilities:

• Build and develop a high performance world-class Customer Solutions team to help scale and grow the business.
• Drive successful solution adoption, customer value, retention and expansion goals ultimately improving Tableau customer lifetime value.
• Work with the Americas VP of Customer Solutions and Regional VP of Sales to strategize and execute initiatives relating to Customer Solutions in your region.
• Develop and deploy strategies, action plans and playbooks to improve the customer experience, increase customer retention and enable account growth.
• Drive operational improvements which streamline processes, leverage automation and enable scale.
• Drive and measure Customer Success outcomes and effectiveness within the assigned geographical region and market segment.
• Represent thought leadership in Business Intelligence industry, technologies, and methods of deployment/management at public events
• Lead strategic, cross-functional initiatives and play key role in defining the broader strategy for Customer Solutions.
• Build and maintain relationship with senior stakeholders in our largest or most influential accounts.
• Build strong internal partnerships with cross-functional teams inside and beyond Customer Solutions.
• Create an environment of innovation and continual improvement to re-imagine how we deliver Customer Solutions.
• Serve as a thought leader in the Customer Solutions organization by keeping up to speed on the latest best practices and available tools.

Who you are...

• Experienced. 10+ years of increasing responsibility in enterprise-level customer success, account management, or strategic consulting organization, with 5+ years in a leadership/management role. You have significant prior experience defining and implementing strategy for a customer facing team. SaaS experience is a must, a Masters in Business Administration or related experience preferred.
• Strong Leader. Entrepreneurial and "lead from the front". You’re a proven leader and motivator, with deep experience building and leading cross-regional customer success organizations
• Customer & Business Focused. You have a strong empathy for customers and passion for revenue and growth. A deep understanding of value drivers in recurring revenue business models.
• Excellent Communication. You know what to say and more importantly, how to say it. You have proven experience building strong internal and external relationships, with the ability to articulately present and debate recommendations at the executive level.
• Technically Savvy. You have an analytical, data driven, and process-oriented mindset. Experience with analytics, data, databases, predictive modeling, or business intelligence preferred. Knowledge of Salesforce and Gainsight also preferred.
• 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!