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Job CategoryCustomer Success Group
What you’ll be doing…
The Principal Customer Success Manager is a senior-level role responsible for engaging with customer executives to support the realization of their analytics plan, drive adoption of Tableau and deliver business value. In this exciting role, you will work with some of our largest and longest held Federal government customers. Success of this role is defined by the customers deriving value from Tableau and renewing their subscription or maintenance assets. In addition, you will coordinate with the entire account team and help identify expansion opportunities across your portfolio.
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
Documenting Vision & Value – You will capture and document a customer’s analytics vision, and understand the business value that Tableau provides to your customers through use case documentation / return-on-investment assessments (revenue generated, cost saved, productivity improved, etc.)
Success Plan - 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. You will document engagements and keep the success plan current.
Amazing Communicator - You communicate effectively across the experience / management spectrum, lead results-oriented engagement calls, can ‘translate’ between technical and non-technical teams, and can communicate a customer’s pain to internal Tableau teams.
Adoption Metrics – You will leverage data to track the success of your adoption activities. 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.
Relentless Customer Focus – You will serve as the point person for customer engagement and support using systems of record to document activities, plans, and problems. When necessary, you will act as the point of escalation for customer support issues.
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 needs and future growth projections, and the impact it will have on their business. You will assess and communicate feature requirements that will benefit your customers to internal teams. You will also connect Tableau’s product teams with individuals and groups at the customer, as needed.
Who you are…
Experienced. Minimum of 8+ years’ experience working with (or for) Enterprise customers in the business intelligence and analytics space, as well as experience working in or with Federal agencies. Experience in a Technical Function (such as Professional Services, Pre-sales, Support, Technical Account Management, Service Management, BI CoE or Competency Center). Business Intelligence, Analytics, Data Warehousing, Predictive Modeling or similar background/experience. Experience with the Federal System Integrator Community is a plus but not a requirement.
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.
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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