Job Category: Customer Success Group
Job Details:
About Tableau, a Salesforce company: Tableau helps people see and understand data. Our analytics platform fuels exploration, allowing you to quickly answer questions with data and share insights across your organization. Global enterprises, early-stage startups, nonprofits, and governments all use Tableau's intuitive software to quickly transform their data into actionable insights. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world!
What you'll be doing:
Reporting to the Global Success & Renewals Leader (SVP), the EMEA Success Leader will have the responsibility for leading a team of Success Managers and Renewals Managers for EMEA.
Engage with various customers in a targeted and strategic manner to sustain high customer satisfaction, increase platform adoption, and improve renewal rates to ensure continued customer growth and success.
Drive all aspects of leading and coaching their team to make every customer successful and retain revenue for Salesforce.
Support a defined but evolving set of customers in EMEA across all segments.
Marshal any and all resources necessary to address customer satisfaction, adoption, or renewal issues within the business.
Drive the strategy and alignment of high touch and low touch customer success across businesses.
Ensure customer success and transformational impact through adoption of innovative offers combined with market-leading cloud solutions.
Focus on customer intimacy by understanding our customers' key business issues and opportunities.
Create evangelists by listening to customers closely and delighting them with our user experience and service.
Collect feedback to provide our Development organization with product enhancement information.
Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer.
Create a consistent and valued customer experience by developing and scaling repeatable methodologies and proven best practices.
Work closely with the Sales organizations to develop and execute growth plans and strategies to drive License Agreements and customer success.
Overachieve operational metrics in the CSG scorecard inclusive of attrition, AOV Growth, and cloud services.
Leverage existing and past relationships to network appropriately.
Work closely with global community leaders to ensure local enablement needs are clearly understood.
Grow and manage a strong team for the region with a focus on making every customer in the region as successful as possible.
Mentor and coach team members, hire and develop key talent, and manage performance.
Evaluate and develop the existing teams and reshape it as necessary while mentoring and inspiring the team.
Ensure any red accounts are resolved quickly, leveraging resources from across the company as needed.
Highly collaborative and excels in a highly matrixed environment.
Who you are:
Broad-based business and technology professional with 15+ years of experience leading a Services or Product organization that delivers software-based business solutions.
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections.
Proven track record of developing, growing, and managing services and customer success organization.
Background in consulting is a strong plus.
Navigate customer organizational structures to identify and build relationships with executives and stakeholders.
Effectively build and establish relationships with partner consulting organizations.
Demonstrated success in building a Renewals, Customer Engagement, or Partner Engagement function.
Ability to work independently and in a strong team environment.
Proven track record working with Product Management to deliver customer functionality.
Passion for technology and innovation, ability to quickly grasp and distinctly explain technological and business concepts.
#J-18808-Ljbffr
