Salesforce.com, Inc Principal Success Manager in Boston, Massachusetts
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Customer Success Group
Who we are...
Tableau is as much a philosophy as an excellent suite of tools. We enable people to transform data into something visual and understandable, enabling people to make important decisions based on those insights. If you are passionate about technology and also care deeply about doing something significant, Tableau is the place for you. Our products have been key in helping fight Malaria, Ebola, and most recently COVID19, by providing data insights to medical professionals into where these diseases are spreading.
As a Customer Success Manager, you will be a trusted advisor and thought-leader responsible for helping customers drive business outcomes with Tableau by understanding how analytics give to the execution of their business priorities, gaining customer commitment and dedication to resources and actions needed for driving adoption, and building data culture and capabilities with Tableau Blueprint. This is a senior-level success role within our Healthcare & Life Sciences (HLS) vertical, where you will have a specific book of customers across the HLS space with a focus on payers.
You are a key member of the customer’s account team and an active participant in the creation and execution of internal account plans. Your internal success strategy focuses on increasing the customer’s value derived from Tableau software, driving customer adoption, ensuring on-time subscription renewals, and uncovering growth opportunities.
Some of the things you’ll be doing include…
Enthusiastic relationship management with accounts to maintain overall customer health
Meet or exceed quarterly retention and services goals
Drive Usage and Adoption through activities defined as critical to ensure a customer’s success. These activities include, but are not restricted to: detailing customer’s goals and developing a plan for their success, establishing success metrics, identifying potential roadblocks, and providing prescriptive recommendations
Maintain deep understanding of Tableau’s platform and speak with customers about the most relevant features/functionality for their specific business needs
Perform regular meetings with key partners to ensure the goals are being met
Monitor and report on the health/risk of assigned accounts across Tableau Account Management Team
Act as point of escalation when required and help lead customer expectations
Identify new sales opportunities (upsell or cross-sell) through customer engagements and communicate to Tableau Account Manager for execution
Drive customer participation and attendance to local user groups/events/webinars/etc. as applicable
Develop a sense of community with your customers by supporting internal Tableau User Groups by providing standard methodologies for building and championing Centers of Excellence
Who You Are…
Expert. You have a minimum of 5 years’ experience working for or with the US Health Insurance industry and have a solid understanding of the payer business model and organizational structures. You are able to speak to the ways that analytics drive value and move forward business objectives specifically in the payer space.
Sales Oriented. You have experience working within or alongside sales teams. You understand the sales cycle can quickly recognize when growth conversations are needed.
Excellent Communicator. Beyond knowing what to say and how to say it, you communicate effectively across the experience / management spectrum, can ‘translate’ between technical and non-technical teams, and can compassionately communicate a customer’s pain to internal Tableau teams.
Technical. You have experience using business intelligence tools (ideally Tableau) and are able to “talk the talk” with technical customer teams. You will be the first line of defense for customers who are having trouble with the product before sending them to our support team. You are willing to learn and continue to develop your knowledge of Tableau’s products.
Passionate. You are passionate about helping your customers enhance the benefits of Tableau and understand the importance of success to the account and the individual.
Upbeat and Creative. Energy and enthusiasm are your hallmarks; you love the creative process and think outside-the-box, wowing people with your interesting angles and quality work.
Resilient. Never satisfied with ‘no’ for an answer; you’re able to withstand and recover quickly from difficult situations.
You are a Recruiter! Tableau hires company builders and, in this role, you are encouraged to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!
This is a remote role - you will work permanently from your home office - with an expectation of 25-40% travel in the future. This role requires that you reside in the US, working US East or Central hours.
For Colorado-based roles: Minimum annual salary of $99,000 You may also be entitled to receive bonus, restricted stock units, and benefits.
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .
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