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　　Job Category

　　Operations

　　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.

　　Escalation Account Manager - Tableau

　　What is an Escalation Account Manager?

　　The Hot Account Team sits within Tableau's Worldwide Technical Support organization. Technical Support is responsible for resolving our customers' technical issues swiftly and with quality. Sometimes, issues become complex and then The Hot Account Team is sought out.

　　We assist customers at critical junctures to retain and grow business. The Escalation Account Manager (EAM) is a key member of our team who has an outstanding blend of technical skills, communication, collaboration, and project management capabilities that delight customers in stressful situations by solving their issues. Those stressful situations could be due to attrition risk, recovering from a poor customer experience, or an inability to use our product within looming timelines.

　　What will I be doing?

　　As an Escalation Account Manager for the Hot Accounts Team, you will be responsible for jumping into a complicated issue that impacts one of our customers and:

　　Inherit issues that were often not working as intended. Own the situation and tackle the customer's issue swiftly. After the urgent issue is resolved, ensure that key takeaways from the situation are addressed with the right teams at Tableau, so we don't make the same mistake again.Be the leader of the multi-functional "SWAT" team who are solely passionate about solving the customers' issue(s) swiftly and with as high quality as possible.Connect with internal and external collaborators.Clearly identify and align around what must be done.Feel empowered to connect with all levels of colleagues at Tableau on behalf of delighting the customer.

　　OK, give me some more details on what I will actually be doing:

　　After you are assigned a hot account, you will:

　　First, "stop the bleeding," but think longer term about the "vaccine."Lead global calls with all levels of internal and external partners, from the Tableau administrator to the CTOIdentify root causes and align on a path forward that is aligned with sales, support, product, development, and most importantly, with the customer.Put a plan in place to delight the customer within agreed upon time constraints. Then you will lead that project.Write concise communication, with a focus on meeting the readers' needs at a cadence that provides effective visibility.Convey technical concepts & step-by-step troubleshooting to internal/external collaborators with a wide variety of technical understandings.Eagerly await internal partners and external customers' feedback to see what you did well and how you can improve.

　　What's in it for you?

　　A job at a really cool company with a product that our customers love!Working with a global, hard-working, cohesive teamCareer growthFlexibility to work where and when you like, as long as you consistently deliver impact for our customersCompetitive pay and benefitsLeadership that cares about your growth and development

　　What do I need in order to succeed?

　　Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)Focus super excitedly on the customerWelcome accountability and have integrity while having a growth mindsetInfluence without authority while collaborating with a diverse set of partners at Tableau, from Dev, Support, Professional Services, and Sales.Communicate clearly in written and verbal formats with ability to moderate based on audienceManage the customer engagement on time and with detailed resolutionTechnically adept with our Tableau products. If you don't have the specific product skills, but can demonstrate your troubleshooting capability, technical curiosity, and have a track record of quickly ramping, we will consider you.Intelligence - such as how to break down operational challenges and come up with some potential solutions (i.e., say we need to reduce the time to solve an account issue from five weeks to one week, how would you think about that?)Enjoy teamwork and proactively collaborates with other diverse partners (we work with sales, developers, external customers, internal leadership)Focus on scale and consistent proceduresData driven decision making. Seriously, not just saying that!

　　More specifically, what do I need from a technical perspective?

　　This is a fairly broad, but not comprehensive list. You don't need it all to be hired, as long as you can demonstrate why you can swiftly ramp on these technical areas. Of course, the more you have to begin with, the more effective you will be at ramping and delivering immediate impact for our customers.

　　Deep knowledge of Tableau Products (e.g., Tableau Desktop, Tableau Server, Tableau Prep)Databases (e.g., MS SQL, Postgres, Cloudera, Oracle, etc.)SQL, ETL, and Data Integration ToolsScripting (e.g., Python, REST API, etc.)Networking TroubleshootingServer Administration (e.g., VMWare, AWS, Azure, etc.)Knowledge of Enterprise Technical Environments & Change PoliciesWindows/Linux/Mac OS

　　How do I know if I'm succeeding in the role?

　　Hot accounts are resolved swiftly and with qualityYour manager gives you specific and useful feedbackCustomers say you were amazing to work with and are delighted as efficiently as possibleInternal partners love working with youThe team seeks out your insight and guidance

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