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Job Category

Customer Success Group

Job Details

What youll be doing

The Associate Technical Account Manager will serve as the customers trusted Tableau advisor
to the 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 youll be doing include

Develop an in-depth understanding of the customers 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.
Build strong cross-functional working relationships with Sales, Engineering, and Product Management.
Provide escalation management on critical cases by working closely with Support, Sustaining Engineering, and/or Development to provide regular status updates to the customer.
Coordinate communications with all required stakeholders on crucial support cases and high priority issues.
Conduct quarterly reporting and case reviews to spot trends, proactively identify potential issues, and offer tailored release recommendations to meet stability, performance, and new feature requirements.
Identify 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.
Participate in the weekend support on-call rotation once every 3-6 months.
Contribute to Tableau knowledge, community, and training resources.

Who you are

Experienced. 3+ years demonstrated experience supporting enterprise software and mission-critical applications.
Technically Savvy. 5+ years of experience with databases, SQL, and Windows Server. Linux experience 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 customers needs to the proper channels.
Take ownership and work towards a resolution.
Educated. Bachelor's Degree required. 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. You may also be entitled to receive incentive compensation and benefits.

Accommodations

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Salesforce welcomes all.

Tableau helps people see and understand data. Our analytics platform fuels exploration, allowing you to quickly answer questions with data and share insights across your organization. Global enterprises, early-stage startups, nonprofits, and governments all use Tableaus intuitive software to quickly transform their data into actionable insights. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world!