Description
We are looking for a Customer Success Manager (CSM) to ensure high-value customers achieve a significant return on their investment with our Tableau platform. As a CSM, you will serve as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations.
Key Responsibilities
- Customer Accountability and Value Alignment:
- Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
- Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
- Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
- Drive adoption of Tableau features with business users and analysts.
- Conduct enablement sessions on dashboard creation and data exploration.
- Track usage metrics (active users, workbook views, data source adoption).
- Share best practices for visualization design and dashboard performance.
- Strategic Advisory and Stakeholder Management:
- Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
- Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
- Solidify partnership commitments and drive innovation aligned with customers' business challenges.
- Technical Health, Adoption, and Risk Management:
- AI Literacy: Proficiency in using AI agents to automate routine tasks.
- Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents.
- AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns.
- Collaborative Learning: Actively seeking out "Agentblazer" training and certifications.
Minimum Requirements
- Experience: Experienced business professional, preferably with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
- Consulting Skills: Strong consulting skills and demonstrated ability to drive business value.
- Domain Expertise: Possess industry-relevant expertise.
- Communication: Excellent communication skills.
- Working knowledge of Tableau Desktop, Tableau Cloud/Server, and Tableau Prep.
- Understanding of data visualization best practices and dashboard design.
- Familiarity with common data sources.
- Ability to demonstrate Tableau features and navigate workbooks/dashboards.
- Knowledge of basic analytics use cases.
- English proficiency is required.
Benefits
- Unleash Your Potential: When you join Salesforce, you’ll be limitless in all areas of your life.
- Our benefits and resources support you to find balance and be your best.