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Salesforce

Manager, Technical Account Manager- Tableau

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Job Category

Customer Success Group

Job Details

What you will be doing... 

You will be accountable for the successful management and execution of the Tableau Premium Support program by leading, coaching, and empowering a team of Technical Account Managers (TAMs).  In addition to supporting your team, you will be responsible for meeting, even exceeding, service objectives, maintaining customer satisfaction, and fostering relationships with internal teams and customers. The ideal candidate possesses technical acumen, analytical ability, and outstanding leadership skills. 

 

Some of the things you will be doing include...

  • Provide leadership, coaching, technical guidance, performance feedback, and growth opportunities to the team daily.

  • Model and empower a customer centric culture that exceeds customer expectations.

  • Actively identify and coordinate training topics and address skill gaps on the team

  • Interview, onboard, coach, and promote successful TAMs. 

  • Build strong cross-functional working relationships with Solutions, Sales, Engineering, and Product Management.

  • Delegate and onboard new accounts into your team of TAMs.

  • Support your team through customer renewal and expansion events.

  • Accompany your team on customer onsite events and in quarterly business reviews.

  • Manage oversight on critical customer issues, working across Support, Sustaining Engineering, and Development until resolution achieved.

  • Serve as the point of contact for customer escalations.

  • Participate in organizational planning and initiatives within our national and global support teams.

 

Who you are...

  • Experienced.  3+ years’ experience in a software product/technical support department or 5 years of related, direct customer contact experience. 3+ years of supervisory/management experience in a software, Technical Support department preferred. Bachelor's Degree required.

  • A True Team Player.  You're a leader and you know that to get the best results, you also have to be a great team player.

  • Missionary.  Highly driven individual with an execution focus and a strong sense of urgency and a belief in Tableau’s mission.

  • Problem Solver. You love tackling the most difficult of challenges to get to the best solution. 

  • Domain.  Relevant experience with Tableau or business intelligence; a degree or equivalent experience in a quantitative field preferred.

  • Excellent Communication. Communicate thoughtfully and appropriately to each audience.

  • Energy and Enthusiasm. You believe in what we’re doing and are driven to deliver your goals. 

  • 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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