Salesforce.com, Inc Technical Account Manager/Associate Technical Account Manager, Tableau in Boston, Massachusetts
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Customer Success Group
What you’ll be doing…
As a Technical Account Manager/Associate Technical Account Manager, you will serve as the customer’s trusted Tableau advisor to Premium Support customers and become an extension of their workforce through various areas of personalized service. In this role you will be identifying and addressing technical concerns, requests, and aligning to customer priorities, projects, and problems. You bring senior-level technical expertise, and will act as the primary technical point of contact for the account by coordinating with Product Management, Sales, Technical Support, and Engineering to manage the customer relationship.
Some of the things you’ll be doing include …
Develop an in-depth understanding of the customer’s Tableau environment, business stakeholders, and their reporting and analytical needs.
Offer best practice guidance and recommendations for optimum health and performance of the Tableau ecosystem.
Apply comprehensive troubleshooting and debugging skills to establish a working reproduction, acceptable resolution, and root cause.
Provide thorough root cause analysis on issues that could impact your customer in the future.
Oversee successful implementation Tableau Blueprint’s Agility arm.
Build strong cross-functional working relationships with Sales, Engineering, and Product Management.
Provide escalation management on critical cases with Support, Sustaining Engineering, and Development to provide regular status updates to the customer.
Communicate with all required stakeholders on crucial support cases and high priority issues.
Conduct quarterly reporting and deployment reviews to spot trends, proactively identify potential issues, and offer tailored release recommendations to meet stability, performance, and new feature requirements.
Identity revenue opportunities and partner with the account team to recommend paid services, licenses, training, and additional Tableau products to meet current needs and future growth.
Contribute to Tableau knowledge, community, and training resources.
Prepare and deliver custom technical presentations and trainings internally, at customer sites and Tableau conference.
Participate in the weekend support on-call rotation once every 3-6 months.
Who you are…
Experienced. 5-8+ years demonstrated experience supporting and troubleshooting commercial end user software applications. Demonstrated experience supporting enterprise level, mission-critical applications.
Technically Savvy . 5-8+ years of experience with databases, SQL, and Windows Server. Linux experience and Tableau Professional Server Certification also preferred.
Eat IT for Breakfast. Strong understanding of networking, server set-up, and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, and web servers. Strong understanding of relational databases; understanding of enterprise data warehouse techniques, OLAP etc.
Excellent Communication. You know what to say and more importantly, how to say it. Must have the ability to empathize with customers and convey confidence. Able to explain highly technical issues to a non-technical audience. Collaborate and own. Able to prioritize and route-specific customer’s needs to the proper channels. Take ownership and work towards a resolution.
Educated. Bachelor's Degree preferred. BA/BS quantitative/technical degree preferred.
Detail-oriented. Nothing gets overlooked when it comes to you.
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 on board to help us continue to build one of the best companies in the world!
For Colorado-based roles: Minimum annual salary of $83,700 (Associate Technical Account Manager and $104,600 (Technical Account Manager). You may also be entitled to receive incentive compensation and benefits.
Tableau Software is an Equal Opportunity employer.
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