About this role
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Job Category
Customer Success
Job Details
**About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The Experience カスタマーサクセスマネージャーは、お客様の信頼できるTableauアドバイザーとして、パーソナライズされたさまざまなサービスを通じてお客様の組織の一員のような存在となります。このロールでは、ビジネス面・技術面の課題や要望を特定して対応し、お客様の優先事項、プロジェクト、課題に沿った支援を行います。
シニアレベルのビジネス知識と技術的専門性をお持ちの方を求めています。プロダクトマネジメント、営業、テクニカルサポート、エンジニアリングと連携しながら、アカウントの主要窓口としてお客様との関係を管理します。
What You'll Actually Be Doing
- お客様のTableau環境、ビジネス部門のステークホルダー、レポート作成および分析のニーズを深く理解する。
- Tableauエコシステムの最適な健全性とパフォーマンスのために、ベストプラクティスに基づくガイダンスと推奨事項を提供する。
- 包括的なトラブルシューティングとデバッグのスキルを活用し、再現環境の確立、許容できる解決策、根本原因の特定を行う。
- 営業、エンジニアリング、プロダクトマネジメントと強固な部門横断の協力関係を築く。
- 重大なケースについては、サポート、サステイニングエンジニアリング、開発部門と緊密に連携してエスカレーションを管理し、お客様に定期的に状況を報告する。
- 重要なサポートケースや優先度の高い課題について、必要なすべてのステークホルダーとのコミュニケーションを調整する。
- お客様の状況や目標設定に焦点を当てたロードマップを作成し、四半期ごとのレポートおよびデプロイメントレビューを実施して、傾向を把握し、潜在的な問題を事前に特定し、安定性、パフォーマンス、新機能の要件に応じたリリースの提案を行う。
- お客様先でのTableau活用の確立・拡大に向けて、（ワークショップの実施を含む）ソリューションと提案を提供する。
- 収益機会を特定し、アカウントチームと連携して、現在のニーズと将来の成長に対応する有償サービス、ライセンス、トレーニング、追加のTableau製品を提案する。
- ITおよびビジネス双方のステークホルダーとコミュニケーションを取り、関係を構築する。
- Tableauに関するナレッジ、コミュニティ、トレーニングリソースに貢献する。
- 社内、お客様先、Tableauカンファレンスにおいて、ビジネスおよび技術に関するカスタムのプレゼンテーションやトレーニングを準備し、実施する。
- 採用：Tableauは会社を築く人材を採用します。社員は常に最高の人材を探し、Tableauが世界最高レベルの企業を築き続けることに貢献することが期待されます。
- 面接プロセスに参加し、候補者の見極めを支援する。
- 社内のプロセスやツールの改善を提案し、実行する。
- 自ら追加のタスクを見つけ、主体的に取り組む。
- リーダーシップやメンタリングの機会を積極的に求め、受け入れる。
- その他、割り当てられる業務
- チームを強化するため、他のTableauチームメンバーのトレーニングやスキルアップに貢献する。
You're Our Person If...
- 商用エンドユーザー向けソフトウェアアプリケーションのサポートおよびトラブルシューティングにおける10年以上の実績
- エンタープライズレベルのミッションクリティカルなアプリケーションをサポートした実績
- リレーショナルデータベースへの深い理解、エンタープライズデータウェアハウスの手法、OLAPなどへの理解
- クラウド、データベース、SQL、Windows Serverにおける10年以上の経験（Linuxの経験も歓迎）
- ネットワーキング、サーバーの構築・管理への深い理解、およびインターネットアーキテクチャ、ファイアウォール、プロキシサーバー、リバースプロキシサーバー、Webサーバーに関するトラブルシューティング経験
- 創造性と好奇心にあふれた技術者、問題解決者としての実績
- 優れた傾聴力とリサーチ力
- お客様に共感し、信頼感を伝えられること
- 優れた対人スキル
- ビジネス部門とIT部門の双方のステークホルダー（CXOとのコミュニケーションを含む）と関係を構築できること - 優れたコミュニケーション能力
- 高度に技術的な内容を、非技術系の相手（特にCXOレベル）にわかりやすく説明できること
- 優れた組織力と細部への注意力
Even Better If...
- 頻繁な割り込みに対応し、優先順位を付け直し、マルチタスクをこなし、問題を解決し、スピードの速い環境で意思決定できる能力
- Tableau関連の認定資格
The Experience
The Customer Success Manager will serve as the customer’s trusted Tableau advisor and become an extension of their workforce through various areas of personalized service. In this role you will be identifying and addressing both business and technical concerns, requests, and aligning to customer priorities, projects, and problems.
You bring senior level business and technical expertise, and will act as the primary point of contact for the account by coordinating with Product Management, Sales, Technical Support, and Engineering to manage the customer relationship.
What You'll Actually Be Doing
- Develop an in‐depth understanding of the customer’s 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.
- Create a roadmap focusing on customer situation/goal setting and 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.
- Provide solutions and recommendations (including conducting workshops) to establish/expand Tableau usage at client sites.
- 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.
- Communicate and build a relationship with both IT and business stakeholders
- Contribute to Tableau knowledge, community, and training resources.
- Prepare and deliver custom business and technical presentations and training internally, at customer sites and Tableau conference.
- Recruitment: Tableau hires company builders; employees are expected to be on the constant lookout for the best talent to bring onboard, helping Tableau continue to build one of the best companies in the world.
- Participate in the interview cycle and assist with the candidate vetting process
- Suggest and implement improvements to internal processes and tools.
- Identify and independently take on additional tasks.
- Seek out and embrace leadership and mentoring opportunities
- Other duties as assigned
- Contribution in training/skilling up other Tableau Team members in order to strengthen the team
You're Our Person If...
- 10+ years demonstrated experience supporting and troubleshooting commercial end user software applications
- Demonstrated experience supporting enterprise level, mission‐critical applications
- Strong understanding of relational databases; understanding of enterprise data warehouse techniques, OLAP etc.
- 10+ years of experience with Cloud, databases, SQL, and Windows Server. Linux experience also preferred
- Strong understanding of networking, server set‐up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers
- Demonstrated success as a highly creative, curious technologist and problem solver
- Excellent listening and research skills
- Must have the ability to empathize with customers and convey confidence
- Excellent interpersonal skills
- Ability to build a relationship with both Business and IT stakeholders (incl. CXO communication) - Strong communication skills
- Clearly explain highly technical issues to a non‐technical audience (Especially to CXO level)
- Strong organizational skills and attention to detail
Even Better If...**
- Ability to handle frequent interruptions, re‐prioritize, multi‐task, solve problems, and make decisions in a fast paced environment strongly preferred
- Tableau related Certification
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, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.