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Salesforce.com, Inc Associate Technical Account Manager, Tableau in Palo Alto, California

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

Customer Success Group

Job Details

What you’ll be doing…

The Associate Technical Account Manager will serve as the customer’s trusted Tableau advisor to the Premium Support customers and become an extension of their workforce through various areas of personalized service. In this role, you will be identifying and addressing technical concerns, requests, and aligning to customer priorities, projects, and problems. You bring senior-level technical expertise and will act as the primary technical point of contact for the account by coordinating with Product Management, Sales, Technical Support, and Engineering to manage the customer relationship.

Some of the things you’ll be doing include …

  • 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.

  • Conduct quarterly reporting and case reviews to spot trends, proactively identify potential issues, and offer tailored release recommendations to meet stability, performance, and new feature requirements.

  • 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.

  • Participate in the weekend support on-call rotation once every 3-6 months.

  • Contribute to Tableau knowledge, community, and training resources.

  • Some travel is required.

Who you are…

  • Experienced . 5+ years demonstrated experience supporting enterprise software and mission-critical applications.

  • Technically Savvy. 5+ years of experience with databases, SQL, and Windows Server. Linux experience also preferred.

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

  • Excellent Communication. You know what to say and more importantly, how to say it. Must have the ability to empathize with customers and convey confidence. Able to explain highly technical issues to a non-technical audience. Collaborate and own. Able to prioritize and route-specific customer’s needs to the proper channels. Take ownership and work towards a resolution.

  • Educated. BA/BS quantitative/technical degree, or equivalent work experience.

  • Detail-oriented. Nothing gets overlooked when it comes to you.

  • You are a Recruiter! Tableau hires company builders and, in this role, 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!

#LI-LL1

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. at http://cloud.mail.salesforce.com/accommodations-request-form

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ do not accept unsolicited headhunter and agency resumes. Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com at http://salesfore.com/ or Salesforce.org.

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