Customer Success Manager-(Tableau Exp Mandatory)-AMER Shift

Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Excellent communication skills to articulate technical issues to diverse audiences.

Preferred Qualifications

• Experienced professional with 8+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture. Demonstrating expertise in Tableau or a specific line of business (LoB).
• Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Familiarity with Salesforce product and platform features, governance principles, methodologies, and enterprise architecture.
• Excellent communication skills to articulate technical issues to diverse audiences.
• Demonstrated AI First approach to account management — you use AI as your default starting point across workflow, communication, and planning, not as an occasional aid
• Experience using AI features within Salesforce (Einstein, Agentforce) and customer success platforms (e.g., Gainsight, Totango, Catalyst) to manage and grow a book of business
• Ability to interpret AI-generated health signals and account insights with sound judgment, translating outputs into meaningful customer conversations and action plans
• Proficiency using generative AI to draft, personalize, and refine customer-facing communications with a strong eye for quality, accuracy, and brand standards
• The role requires you to work in EST Time zone - 6 30 PM to 3 30 AM IST
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Responsibilities

• Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide them to achieve business objectives through Tableau utilization.
• Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.
• Strategic Guidance: Assess customer goals and capabilities, offer recommendations for Tableau ecosystem health, performance optimization, and achieving business and technology objectives.
• Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers' business challenges and growth potential.
• Adoption Path & Enablement: Contribute to Tableau knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.
• Technical Expertise Application: Apply Tableau product knowledge to address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities and roadmaps.
• Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
• Operate with an AI First approach to account management, using Salesforce Einstein and AI-powered health scoring as the primary lens for monitoring customer sentiment, product adoption, and engagement across your book of business
• Use Agentforce and generative AI tools to build and personalize executive business reviews, success plans, renewal narratives, and strategic communications — with human judgment applied to tone, accuracy, and customer context
• Apply AI-generated insights to proactively identify expansion opportunities, adoption gaps, and churn risk indicators, taking timely and targeted action to protect and grow revenue
• Leverage AI to automate meeting preparation, call summarization, and follow-up documentation, freeing capacity for higher-value customer engagement