Description
About the Role
As a Customer Success Manager (CSM), you will act as the designated resource and partner for Salesforce customer organizations. You are a trusted advisor who builds deep relationships with customers and account teams, monitoring key events, needs, potential risks, and value drivers. With a constant focus on customer business needs, you will help improve their overall technical and operational health, helping them maximize the value of their Salesforce investment. You will act as the point of contact for major customer incidents, responsible for managing expectations and communication during the resolution of those incidents.
This CSM role will work with Tableau customers to understand their business goals and provide technical guidance to deliver business value. They will collaborate with the sales team and coordinate internal resources to improve customer health, increase user adoption, and reduce churn rates.
These activities will enable you to proactively prepare customers for success through platform optimization, with a particular focus during critical peak events. This requires deep technical knowledge of the Salesforce platform, as well as the ability to work closely with internal and external teams to deliver a unified Signature experience.
Your Impact
Serve as the single point of contact responsible for coordinating all deliverables, experiences, and Signature extensions and expansions.
Build and maintain relationships with IT and business executive-level stakeholders, sponsors, and decision-makers in customer organizations that have purchased Signature.
Help customers achieve their business goals and outcomes on the Salesforce platform by:
Coordinating the completion of the Signature Success service catalog according to customer needs.
Providing timely and proactive Salesforce feature guidance based on customer areas of interest.
Acting as an advisor to customers on the adoption of new features from Salesforce's annual release schedule and identifying potential challenges and risks for customer implementations.
Communicating the value of Signature Success. Responsible for ensuring that all collaborators understand this value so that customers continue to renew Signature Success.
Act as an advocate for customers during the triage and resolution of high-severity cases to help resolve issues in a timely manner.
CSMs may be required to travel to customer locations on a regular basis and may need to be available for work outside of regular business hours or on weekends depending on customer needs.
Minimum Requirements
Minimum of 8 years of work experience in one or more of the following areas: Technical Customer Success, SaaS Platform Usage or Project Leadership, Technology Consulting, Technology Solution Development, Technical Architecture, and/or Solutions.
Experience with Tableau products and/or competing platforms (e.g., Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo)
Exceptional communication and presentation skills with proven ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
Ability to analyze highly technical concepts and translate them into business terms, as well as map business requirements to technical features.
Ability to explain complex technical concepts in terms that are easily understood by customers, then articulate customer needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional team efforts to facilitate the resolution or handling of customer needs or projects.
This is a technical customer success manager role so will relevant skills & experience working on high technical concepts as a business partner to customers.
Preferred Requirements
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Tableau Desktop, Tableau Server, Tableau Data Analyst).
Knowledge of Salesforce products and features, capabilities, best practices, and implementation methods.
Experience working with enterprise-level customers.
Note: It is expected that the employee will be in the office for a minimum of three (3) days per week.
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