Customer Success Manager, Tableau

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Tentang Peran

Sebagai Manajer Keberhasilan Pelanggan (CSM), Anda akan bertindak sebagai sumber daya dan mitra yang ditunjuk untuk organisasi pelanggan Salesforce. Anda adalah penasihat tepercaya yang membangun hubungan mendalam dengan pelanggan dan tim akun, memantau peristiwa penting, kebutuhan, risiko potensial, dan faktor pendorong nilai. Dengan fokus terus-menerus pada kebutuhan bisnis pelanggan, Anda akan membantu meningkatkan kesehatan teknis dan operasional mereka secara keseluruhan, membantu mereka memaksimalkan nilai investasi Salesforce mereka. Anda akan bertindak sebagai titik kontak untuk insiden pelanggan besar, bertanggung jawab mengelola ekspektasi dan komunikasi selama penyelesaian insiden tersebut.

Peran CSM ini akan bekerja dengan pelanggan Tableau untuk memahami tujuan bisnis mereka dan memberikan panduan teknis untuk mewujudkan nilai bisnis. Mereka akan berkolaborasi dengan tim penjualan dan mengoordinasikan sumber daya internal untuk meningkatkan kesehatan pelanggan, meningkatkan adopsi pengguna, dan mengurangi tingkat pengunduran diri.

Aktivitas ini akan memungkinkan Anda untuk secara proaktif mempersiapkan pelanggan untuk kesuksesan melalui optimasi platform, dengan perhatian khusus selama peristiwa puncak yang kritis. Hal ini memerlukan pengetahuan teknis mendalam tentang platform Salesforce, serta kemampuan untuk bekerja erat dengan tim internal dan eksternal untuk memberikan pengalaman Signature yang terpadu.

Dampak Anda

• Bertindak sebagai titik kontak tunggal yang bertanggung jawab atas koordinasi semua deliverable, pengalaman, dan perpanjangan serta perluasan Signature.
• Membina dan memelihara hubungan dengan pemangku kepentingan di tingkat eksekutif IT dan bisnis, sponsor, serta pengambil keputusan di organisasi pelanggan yang telah membeli Signature.
• Membantu pelanggan mencapai tujuan dan hasil bisnis mereka di platform Salesforce dengan: Mengkoordinasikan penyelesaian katalog layanan Signature Success sesuai kebutuhan pelanggan.
  
• Memberikan panduan fitur Salesforce yang tepat waktu dan proaktif berdasarkan area minat pelanggan.
• Bertindak sebagai penasihat bagi pelanggan dalam adopsi fitur baru dari jadwal rilis tahunan Salesforce dan mengidentifikasi tantangan serta risiko potensial bagi implementasi pelanggan.
• Komunikasikan nilai Signature Success. Bertanggung jawab untuk memastikan semua kolaborator memahami nilai ini agar pelanggan terus memperbarui Signature Success.
• Bertindak sebagai advokat bagi pelanggan selama proses triage dan penyelesaian kasus dengan tingkat keparahan tinggi untuk membantu penyelesaian masalah secara tepat waktu.
CSM mungkin diharuskan melakukan perjalanan ke lokasi pelanggan secara berkala dan mungkin perlu tersedia untuk jam kerja di luar jam kerja atau akhir pekan tergantung pada kebutuhan pelanggan.

• 
  

Persyaratan Minimum

• Minimal 8 tahun pengalaman kerja di salah satu atau lebih bidang berikut: Keberhasilan Pelanggan Teknis, Penggunaan Platform SaaS atau kepemimpinan proyek, Konsultasi Teknologi, Pengembangan Solusi Teknologi, Arsitektur Teknis dan/atau Solusi.
• Pengalaman dengan produk Tableau, dan/atau platform pesaing (misalnya Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo)
• Kemampuan komunikasi dan presentasi yang luar biasa dengan kemampuan terbukti untuk berkomunikasi dan mempengaruhi secara efektif di semua tingkatan organisasi, termasuk tingkat eksekutif dan C-level.
• Kemampuan untuk menganalisis konsep teknis dan menerjemahkannya ke dalam istilah bisnis, serta memetakan persyaratan bisnis ke dalam fitur teknis.
• Kemampuan untuk menjelaskan konsep teknis yang kompleks dalam istilah yang mudah dipahami oleh pelanggan, lalu menjelaskan kebutuhan pelanggan kepada mitra internal.
• Pengetahuan tentang proses pengembangan perangkat lunak dan metodologi desain.
Pengalaman memimpin upaya tim lintas fungsi untuk memfasilitasi penyelesaian atau penangan kebutuhan pelanggan atau proyek.

• 
  

Persyaratan yang Diutamakan

• Sertifikasi produk Salesforce merupakan nilai tambah (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Tableau Desktop, Tableau Server, Tableau Data Analyst).
• Pengetahuan tentang produk dan fitur Salesforce, kemampuan, penggunaan terbaik, dan cara implementasinya.
• Pengalaman bekerja dengan pelanggan tingkat perusahaan.
Catatan: Ini adalah peran yang fleksibel dalam hal lokasi kerja, dan diharapkan untuk berada di kantor minimal tiga (3) hari per minggu

• 
  

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 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.

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.
  

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .

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.