Customer Success Manager - Tableau/ Business Intelligence Solutions

Customer Success Manager for Tableau/Business Intelligence Solutions. The CSM serves as a named resource and trusted advisor for Salesforce customer organizations, focusing on delivering value through the Signature Success Plan, improving customer health, driving adoption, and supporting renewals and expansions.

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customerIT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help customers achieve their business goals on the Salesforce platform by:
  • Coordinating the completion of the Signature Success catalog of services as required for your customer.
  • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
  • Acting as an advisor to your customers for the adoption of new features of Salesforcennual release schedules and identifying potential challenges and risks to your customers implementation.
  • Communicating the value of Signature Success and ensuring all collaborators understand this value to support renewals.
  • Acting as an advocate for customers during the triage and resolution of high-severity cases to assist with timely resolution.

• Minimum of 7 years work experience in one or more of the following: Technical Customer Success, Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo).
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
• Skills for both analysing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

• Salesforce product certifications are a plus (Tableau Desktop Associate, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Tableau Desktop, Tableau Server, Tableau Data Analyst).
• Knowledge of Tableau products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise-level customers.

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.