COMPLETE Technical Account Manager - Tableau

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Job Category

Customer Success

Job Details

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Technical Account Manager - Tableau

Tableau was founded in 2003 as a result of a computer science project that aimed to improve the flow of analysis and make data more accessible through visualization. This includes making machine learning, statistics, natural language, and smart data prep more useful to augment human creativity in analysis. And we not only offer a complete, integrated analytics platform, but also proven enablement resources to help customers deploy and scale a data-driven culture that drives resilience and value through powerful outcomes. Tableau was acquired by Salesforce in 2019, and our mission remains the same: to help people see and understand their data.

We are currently seeking a Technical Account Manager to join our EMEA TAM Team. Serving as the customer’s trusted Tableau advisor you will become an extension of their workforce through various areas of personalised service. Identifying and addressing technical concerns, requests, and aligning to customer priorities, projects, and problems, the TAM brings senior level technical expertise, and will act as the main technical point of contact for the account by coordinating with Product Management, Sales, Technical Support, and Engineering to lead the customer relationship. The TAM will primarily be working with a dedicated customer.

Responsibilities will include:

• Develop an in-depth understanding of the customer’s Tableau environment, business partners, and their reporting and analytical needs.

• Offer best approach 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 the customer in the future.

• Oversee successful implementation Tableau Blueprint’s Agility arm.

• Build strong multidisciplinary 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 partners and customers 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.

Experience required:

To be successful in this role, the following experience is preferred:

• Experience in technical account management or a customer-facing role supporting enterprise level, critical applications.

• Fluent in English & French

• Experience with databases, SQL, Windows / Linux Server and security infrastructure. Tableau technical skills and/or the ability to acquire in depth knowledge of Tableau products.

• Good understanding of networking, server set-up, and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, and web servers. Understanding of relational databases; understanding of enterprise data warehouse techniques, OLAP etc.

• Superb Communication skills. Must be able to empathise with customers and convey confidence. Able to explain highly technical issues to a non-technical audience.

• Collaborate and own. Able to prioritise and route-specific customer’s needs to the proper channels. Take ownership and work towards a resolution.

• Diligent. Nothing gets overlooked.

• Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).

• We hire Recruiters! Tableau hires company builders and 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!

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