Senior Escalation Account Manager

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Job Category

Customer Success

Job Details

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.

We are looking for daring teammates to join our innovative customer support team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. The roles are a part of the Global Support organization.

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.

Duties & Responsibilities

• Connect with internal and external collaborators.
• 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.
• Inherit issues that were often not working as intended. Own the situation and take on 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.
• Feel empowered to connect with all levels of colleagues at Tableau on behalf of delighting the customer.
• Clearly identify and align around what must be done.

Qualifications

• Own the customer engagement on time and with detailed resolution
• Technically adept with our Tableau products. If you don’t have the specific product skills, but can demonstrate your troubleshooting capability, technical curiosity, with a track record of quickly ramping, we will consider you.
• Data driven decision making. Seriously, not just saying that!
• Degree or equivalent relevant experience required
• Welcome accountability and have integrity while having a growth mindset
• 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?)
• Influence 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 audience
• Focus super excitedly on the customer
• Enjoy teamwork and proactively collaborates with other diverse partners (we work with sales, developers, external customers, internal leadership)
• Focus on scale and consistent procedures

Desired Qualifications

• Server Administration (e.g., VMware, AWS, Azure, etc.)
• Networking Troubleshooting
• Databases (e.g., MS SQL, Postgres, Cloudera, Oracle, etc.)
• Scripting (e.g., Python, REST API, etc.)
• Deep knowledge of Tableau Products (e.g., Tableau Desktop, Tableau Server, Tableau Prep)
• SQL, ETL, and Data Integration Tools
• Knowledge of Enterprise Technical Environments & Change Policies
• Windows/Linux/Mac OS

Accommodations

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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 and 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 and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce welcomes all.

More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

For Washington-based roles, the base salary hiring range for this position is $93,100 to $140,900.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.