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Strategic Customer Success Manager

Job in London, United Kingdom
Posted

Degree level

Master

Job function

Marketing

Required language

English (Fluent)

Work experience

0 to 1 years

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What you’ll be doing…

The Strategic Customer Success Manager is responsible for driving adoption of Tableau in a number of named accounts consisting of Tableau’s largest clients. Success of this role is defined by the customer deriving value from Tableau and renewing their subscription or maintenance. In addition, this role will partner with the entire account team and help identify expansion opportunities.

Some of the things you’ll be doing include…

  • Engagement Cadence: 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 Realisation to Renewal. Create a Success Plan that outlines the customer’s business goals and adoption activities needed to meet that goal. Lead regular Executive Business Reviews to track progress against the customer’s goals.
  • Building Community: Work with the customer’s Centre of Excellence (CoE) or Community of Practice (CoP) to foster a strong user community. Manage community activities such as: Tableau Days, Lunch and Learns, Webinars etc.
  • Product Advocacy: Act as the bridge between the customer and Tableau’s product teams by understanding the customer’s needs, the impact it will have on their business and communicate that internally. Communicate Tableau’s product investments back to the customer and the value it will add to the customer. Connect Tableau’s product teams with individuals and groups at the customer and enrol the customer in Tableau’s beta programs.
  • Documenting Value: Understand the business value that Tableau provides to your customers by documenting their use cases and the financial impact (revenue generated, cost saved, productivity improved etc.)
  • Adoption Metrics: Leverage data to track the success of your adoption activities. This will include creating an Adoption Map laying out the groups leveraging Tableau, the key sponsors, champions, use cases and value that Tableau is providing. Conduct capability assessments to understand where the customer is on their journey of adopting Tableau and identify areas the customer needs to invest in.
  • Support Advocacy: Work closely with the customer and Tableau support teams to manage expectations based on their support agreement with Tableau.  When necessary, act as the point of escalation for customer support issues.

Who you are…

  • Extensive experience working strategically with Enterprise level customers within the business intelligence and analytics space.
  • Experience in a Technical Function (such as Professional Services, Presales, Support, Technical Account Management, Service Management, BI CoE or Competency Centre.
  • Business Intelligence, Analytics, Data Warehousing, Predictive Modelling or similar background / experience.
  • Ideally a Bachelor's degree with a technical or business focus is preferred.
  • Leadership skills - Experience leading change and process improvement teams and inspire ad-hoc teams to come together for a cause.
  • Self-motivated, choose to take ownership, enjoy self-learning, and proactively drive success.
  • Strong organisational skills with the ability to maintain a system for keeping track of multiple customers, projects and requests, for creating and managing a plan, and for keeping your ad-hoc teams organised too.
  • High energy and enthusiasm. Demonstrated creativity with customer engagement and problem solving.
  • Excellent communication skills: Ability to communicate effectively across the experience / management spectrum, translate between technical and non-technical teams, and can empathetically communicate a customer’s pain to internal Tableau teams.
  • Passionate about helping customers maximise the benefits of Tableau and understand the important of success to the account and the individual.
  • 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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About Tableau Software
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Tableau Software helps people see and understand data. Offering a revolutionary new approach to business intelligence, Tableau allows you to quickly connect, visualize, and share data with a seamless experience from the PC to the iPad. Create and publish dashboards and share them with colleagues, partners, or customers—no programming skills required. See how Tableau can help your organization by starting your free trial at tableau.com/trial.

IT
London
5,000 employees