Overview
Customer Success Manager - Tableau/ Business Intelligence Solutions
The Customer Success Manager (CSM) serves as a named resource and partner for Salesforce’s customer organisations. The CSM is a trusted advisor, forging deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. With a continual focus on the customers’ business needs, you will help to improve their overall operational health and realise the maximum value out of their Salesforce investment.
This CSM role will work with Tableau customers to understand their business objectives and provide strategic and technical guidance to deliver business value. You will partner with sales and orchestrate internal resources to drive customer health, increase user adoption, and reduce attrition. This requires knowledge of the Tableau platform or equivalent Business Intelligence/Analytics platforms and the ability to work across internal and external teams to provide a unified Signature experience.
Responsibilities
- 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 customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature.
- Help your customers achieve their business goals and outcomes 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 Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
- Communicating the value of Signature Success and ensuring all collaborators understand this value so that customers continue to renew.
- Act as an advocate for customers during triage and resolution of high severity cases to assist with timely resolution of these issues.
Qualifications
- Minimum Requirements
- Minimum of 7 years work experience in one or more: 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 (e.g., Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo).
- Exceptional communication and presentation skills with demonstrated ability to influence at all levels of the organisation, including executive and C-level.
- Skills for 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 processes and design methodologies.
- Experience leading cross-functional teams to facilitate resolution or disposition of customer needs or projects.
- Preferred Requirements
- 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.
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. Innovation isn’t a buzzword — it’s a way of life. The world of work is changing and we are looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all. Agentforce is the future of AI, and you are the future of Salesforce.
Accommodations
If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form. We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme and are committed to an inclusive recruitment process. Applicants who meet the essential criteria for the role will be invited to interview under the scheme.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Recruitment, hiring, promotion decisions, compensation, benefits, training, and performance assessment are based on merit, competence, and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
Seniority level
Employment type
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Industries
- Software Development, IT Services and IT Consulting, and Technology, Information and Internet
