Tableau Software Customer Success Manager- LATAM (Portuguese Speaking) in Austin, Texas
Customer Success Manager- LATAM (Portuguese Speaking)
Location(s): Austin, TX
Tableau Software is a company on a mission. We help people see and understand their data. After a highly successful IPO in 2013, Tableau has become a market-defining company in the business intelligence industry. But don’t take our word for it—read what analysts like BARC and Gartner have to say about us. (Spoiler: You’ll find terms like “Leader” and “#1.”)
Tens of thousands of companies and organizations have chosen Tableau. From the executive suites of Fortune 500 companies to the jungles of Central America, from immunology research labs to high school robotics club meetings, our software can be found anywhere people have data and questions. Additionally, journalists, bloggers, and major media web sites have embraced our free product, Tableau Public, for its ability to help them share data online in the form of interactive visualizations. Check out all of our products at: www.tableau.com/product-tour at http://www.tableausoftware.com/product-tour .
Tableau’s culture is casual and high-energy. 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. Tableau offers exceptional professional and financial growth potential.
To learn more about Tableau’s mission, please visit: http://mission.tableau.com at http://mission.tableausoftware.com.
What you’ll be doing …
As a Customer Success Manager, you will be responsible for customer adoption, retention, and satisfaction for a specific book of accounts in Latin America. Through partnership and collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the Tableau platform. You will interact with customers daily to build relationships, drive adoption, provide awareness to all available Tableau resources, ensure on-time subscription renewals, and uncover growth opportunities. Ultimately, you’ll be the customer’s trusted advisor and advocate to ensure customer success.
Some of the things you’ll be doing include …
Proactive relationship management with accounts to maintain overall customer health
Meet or exceed quarterly retention goals
Drive Usage and Adoption through activities defined as critical to ensure a customer success. These activities include, but are not restricted to: documenting customer’s goals and developing a plan for their success, establishing success metrics, identifying potential roadblocks, and providing prescriptive recommendations
Perform onboarding activities and product demonstrations post-purchase to educate customers on product functionality and available resources to receive maximum value from Tableau investment
Maintain deep understanding of Tableau’s platform and speak with customers about the most relevant features/functionality for their specific business needs
Perform regularly scheduled meetings with key stakeholders 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 manage customer expectations
Identify new sales opportunities (upsell or cross-sell) through customer engagements and communicate to Tableau Account Manager for execution
As a CSM you will be responsible for driving customer participation and attendance to local user groups/events/webinars/etc. as applicable
You will foster a sense of community with your customers by supporting internal Tableau User Groups by helping creating Centers of Excellence and providing necessary information for wiki pages, best practices, and encourage internal use case sharing
Who you are … *LI-ME1
Experienced. Minimum of 3 years’ experience in Customer Success/ Account Management/Program Management/Project Management role for a software company. Bachelor'sDegree preferred
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.
Sales Oriented : You have a thorough understanding of an organization’s structure and procurement process. You 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 empathetically communicate a customer’s pain to internal Tableau teams. Fluency in Portuguese and English required.
Passionate: You are passionate about helping your customers maximize the benefits of Tableau and understand the important of success to the account and the individual.
Energetic 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 will be asked 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!