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Job Category
Customer Success
Job Details
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- Responsibilities:
- Serve as the first point of contact for technical issues, providing strategic solutions and leading problem-solving efforts directly on-site at customer locations. May be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's need
- Support post-sales activities, resolving complex software issues, and ensuring smooth product installation, configuration, and optimization
- Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues
- Work closely with cross-functional teams to deliver consistent and valuable customer experiences.
- Conduct architecture reviews and provide recommendations to optimize customer environments, ensuring robust and scalable solutions
- Build and present customized solutions and live product demonstrations to showcase how Tableau(or Salesforce) can accelerate business strategies
- Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations
- Deliver 1:1 or 1:Many customer sessions(e.g. Expert Coaching, Ask-an-Expert) based on the Tableau(or Salesforce) product knowledge
- Participate in enabling the customer success team or the sales team on technical, product-specific topics internally.
- Qualifications:
- Required:
- 10+ years of experience in technical customer-facing roles, such as TAM(Technical Account Manager), CSM(Customer Success Manager), Technical Support Engineer and etc.
- Solid knowledge of relational databases, networking, cloud infrastructure, enterprise BI and web technologies
- Proficiency in business intelligence tools like Tableau and/or building analytics data pipelines
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
- Fluent in written and verbal communication in both English and Korean
- Preferred:
- 5+ years of on-site support experience with customers, effectively resolving technical issues while working independently
- Salesforce and/or Tableau certifications
- Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Qlik, MicroStrategy, ...)
- Familiarity with Python/R, web development, and AI/statistical analysis
- Experience working with Enterprise-level customers
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