at Salesforce.com in Wilmington, Delaware, United States
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Job CategoryCustomer Success Group
Note: Position is only open to candidates in the Eastern Time Zone.
What you'll be doing...
The Premium Support team is responsible for identifying and addressing enterprise-level technical concerns and aligning proactive guidance to our customers' business objectives. Technical Account Managers (TAMs) provide specialized technical expertise to the accounts that invest in this top-tier program, acting as the primary technical point of contact for our customers' IT and BI leadership. Internally, the TAM organization coordinates with Product Management, Sales, Technical Support, and Engineering to drive customer outcomes.
As a Manager of Technical Account Managers, you will lead a team of Technical Account Managers, including hiring, onboarding, managing, and developing each of these individuals. Turning global strategy into daily action, you are expected to drive customer satisfaction through consistent success of your team members, ensuring customer objectives are met and your team is equipped with the knowledge, bandwidth, and resources to be as successful as possible.
Some of the things you'll be doing include ...
Develop an in-depth understanding of the Tableau environment and the business objectives and challenges of Tableau Premium customers.
Build a high-performing team of individuals with a consistent focus on their professional development.
Participate in the Premium V2MOM methods and set and accomplish goals within your own team's V2MOM with a growth mindset.
Effectively communicate program strategy, change management motions, recognition, and performance management to individuals.
Coach TAMs on comprehensive troubleshooting skills to establish a working reproduction and communicate resolution and root cause effectively.
Maintain strong cross-functional working relationships with Sales, Engineering, and Product Management to drive the growth of your customers and the people on your team.
Provide escalation oversight for Premium customers via Support, Sustaining Engineering, and Development. Drive positive customer outcomes through ownership and leadership.
Assess the needs of your customers and teams through quarterly reporting, trend analysis, monitoring Premium support outcomes, and staying abreast of market drivers.
Ensure your team is equipped to offer tailored release recommendations to meet stability, performance, and new feature requirements pertinent to their customers.
Identify revenue opportunities alongside internal business partners; champion services, licenses, training, and additional Tableau products that support your team's accounts.
Contribute to the global Premium team through knowledge, training, and resource sharing.
Who you are...
Experienced. 3+ years leading high performing Technical Management. Demonstrated experience supporting enterprise level, critical applications.
Technical. 5-8+ years of 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.
Leader. Shown ability to collaborate with all levels and departments within the organization.
IT Knowledge. Solid grasp of IT infrastructure including networking and virtualization, server set-up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, and web servers. Solid grasp of relational databases; understanding of enterprise data warehouse techniques.
Communicator. You know what to say and more importantly, how to say it. Must have the ability to empathize with customers and convey confidence. Excellent written and oral communication skills. Able to convey complex information in an efficient, easy to understand manner.
Educated. Bachelor's Degree preferred. BA/BS quantitative/technical degree preferred.
Organized. Strong organizational skills with the ability to adapt to constantly evolving priorities in a fast paced... For full info follow application link.
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