Salesforce.com, Inc Principal Success Manager in Boston, Massachusetts
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Customer Success Group
What you'll be doing...
As a Principal Customer Success Manager , you will be responsible for customer adoption, retention, and satisfaction for a specific book of accounts in our Enterprise Business Unit. Through partnership and collaboration, you will mentor customers to achieve their business goals and improve value from their investment in the Tableau platform. You will interact with customers daily to form relationships, drive adoption, provide awareness to all available Tableau resources, ensure timely subscription renewals, and uncover growth opportunities. Ultimately, you’ll be the customer’s trusted advisor and advocate to ensure customer success.
Some of the things you’ll be doing include…
Ensure customers’ execution of their analytics strategy that drives business impact and value to the customer.
Drive adoption of a customers’ Tableau investments by guiding actions and capability development. These actions include, but are not restricted to: detailing customer’s goals and developing a plan for their success, establishing success metrics, identifying potential roadblocks, and providing prescriptive recommendations
Proactive relationship management with accounts to maintain overall customer health
Meet or exceed quarterly retention goals
Maintain deep understanding of Tableau’s platform and speak with customers about the most relevant features/functionality for their specific business needs
Perform regularly scheduled meetings with key partners to ensure the goals are being met
Supervise and report on the health/risk of assigned accounts across Tableau Sales Account Management Team
Act as point of escalation when required and help lead customer expectations
Identify new sales opportunities (upsell or cross-sell) through customer engagements and communicate to Tableau Sales Account Manager for execution
You will champion a sense of community with your customers by supporting internal Tableau User Groups by creating Centers of Excellence and providing vital information for wiki pages, standard methodologies, and encourage internal use case sharing
Who You Are…
Experienced . Minimum of 3 years’ experience in Customer Success/ Account Management/Program Management/Project Management role for a software company. Bachelor's Degree preferred.
Technical . You have experience using business intelligence tools (ideally Tableau) and are able to “walk the walk” with technical customer teams. You will be the first line of defense for customers who are having trouble with the product before sending them to our support team. You are willing to learn and continue to develop your knowledge of Tableau’s products.
Sales Oriented. You have a detailed understanding of an organization’s structure and procurement process. You can quickly recognize when growth conversations are needed.
Excellent Communicator. Beyond knowing what to say and how to say it, you communicate effectively across the experience / management spectrum, can ‘translate’ between technical and non-technical teams, and can empathetically communicate a customer’s pain to internal Tableau teams.
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.
Energetic and Creative. Energy and passion are your hallmarks; you love the creative process and think outside-the-box, wowing people with your interesting angles and quality work.
Resilient. Never satisfied with ‘no’ for an answer; you’re able to withstand and recover quickly from difficult situations.
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!
For Colorado-based roles: Minimum annual salary of $104,600. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .
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