Senior Manager, Escalation Account Manager

Tableau Seattle , WA 98113

Posted 3 months ago

What you'll be doing

The Customer Recovery 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 Customer Recovery Team is sought out.

Our team delights customers at critical junctures in order to retain and grow business. As a Senior Manager of Escalation Account Managers (EAMS) you will be leading a globally distributed team of elite technical support individuals.

The team is responsible for quickly and thoroughly solving customers thorny technical issues at critical moments. It is an operational role that must drive efficiencies, but one that must utilize soft skills to relate with the customers pain. Most importantly, you must grow and inspire your team to delight each and every one of our customers.

You will recognize patterns of issues and lead the development, and sometimes execution, of the solutions. The person hired for this role will align their efforts to directly and measurably improve the customer experience.

Some of the things you'll be doing include

Inspire your team to resolve customers issues in a consistent, efficient, and flawless manner

Develop solutions through a collaborative process with a focus on the user. These solutions could include documentation, process design, quality assurance, automation, outsourcing, training, or other scalable methods

Establish repeatable and consistent processes to sustain and grow the program

Measure results with a strong focus on impact

Who you are

Experienced. 10+ years of impactful customer operations experience, preferably with large global organizations. Valid passport or willing to obtain one in the first six months of employment

People Manager. You : 1) are a good coach 2) empower the team 3) express interest and concern about your team's well-being 4) are productive and results-oriented 5) communicate well 6) help with career development 7) have a clear vision and strategy for the team 8) have the key technical and/or functional skills to help advise your team

Effective Communicator. You need to influence without authority.

You will be working with a diverse set of partners. You will need to communicate clearly in written and verbal formats with ability to moderate based on audience

Collaborator. Enjoy teamwork and proactively collaborates with other diverse stakeholders (we work with sales, developers, external customers, internal leadership)

Growth Minded You are never satisfied with the status quo and never say "that is how we do it here"

Gritty You have overcome battles in life, taken ownership, and become stronger because of it

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. Our 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 Software is an Equal Opportunity Employer

#LI-NL2

Tableau Software is an Equal Opportunity Employer.

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. Our 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!



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Senior Manager, Escalation Account Manager

Tableau