Customer Success Manager - Tableau/ Business Intelligence Solutions

Tableau Software, Inc.; City of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading business intelligence company is seeking a Customer Success Manager to enhance customer engagement and satisfaction. In this role, you will act as a trusted advisor, helping clients maximize their investment in the platform. The ideal candidate has over 7 years of experience in customer success, with a strong knowledge of Tableau and exceptional communication skills. This position is located in the City of London.

Qualifications

• Minimum of 7 years work experience in Technical Customer Success or SaaS.
• Experience with Tableau or competing platforms.
• Ability to explain complex technical concepts to non-technical stakeholders.

Responsibilities

• Serve as the point of accountability for customer deliverables.
• Cultivate relationships with executive leadership of customer organizations.
• Communicate the value of Signature Success to ensure renewals.

Skills

Exceptional communication skills

Ability to influence at all levels

Analytical skills for technical concepts

Knowledge of software development processes

Tools

Tableau

Salesforce

Microsoft Power BI

Job description

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

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 your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall operational health, helping them to 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. They will partner with sales and orchestrate internal resources to drive customer health, increase user adoption, and reduce attrition.

This will require knowledge of the Tableau platform or equivalent Business Intelligence and/or Analytics platforms, and the ability to work closely across internal and external teams to provide a unified Signature experience.

Your Impact

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.

• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations 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.

• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.

• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Minimum Requirements

• 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.

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.