Escalation Account Manager- Premium Support

Tableau Austin, TX
What you’ll be doing…

The Escalation Account Manager serves as the single point of contact for a

specified set of escalated accounts. This role is responsible for managing

internal and external communication, drive troubleshooting independently and

partnering with other engineers, and provide satisfaction resolution of

specific escalated technical issues. This role is expected to be available on

an as need basis to investigate and manage escalated customer issues in a

shift pattern with the global team. Time management skills and a customer-

focused consultative approach to Technical Support as essential.

Some of the things you’ll be doing include …

* Leads team in handling complex and/or escalated service issues and claims with heavy focus on communication with customers, clients, affiliates, vendors and other departments

* Central point of contact for customer escalations

* Develop, own, and drive action plan for escalations

* Communicate customer priorities to Engineering

* Lead escalation management activities and coordinate cross-collaboration with the global team to ensure customer satisfaction

* Manage customers through issue resolution including customer meetings, status reports, updates, and troubleshooting

* Investigate customer technical issues and articulate customer concerns across Sales and Development

* Available on an as need basis to investigate and manage escalated customer issues around the clock, including weekends and holidays

* Daily leadership, monitoring and reporting of team performance, ensuring that company service and quality goals are met or exceeded

* Participate or lead Hot Account Call and Hot Defect meetings

* Ensure customer and Sales satisfaction is met before an account is “cooled”

* Provide technical mentorship to peers and various support team members

* Identify possible escalated cases and accounts and delegate to new team members to develop an action plan around the issue

Additional Responsibilities:

* Maintain strong working knowledge of new Tableau releases

* Contribute to Tableau’s Knowledge-centric support

* Perform root cause analysis on certain technical issues

* Resolve or add value to support cases

* Other duties as assigned

Who you are…

* Experienced. 3 years of demonstrated experience supporting enterprise level, mission-critical applications. Valid passport or willing to obtain one in the first six months of employment

* Domain. Certification in Tableau Desktop or Server strongly encouraged within 6 months . Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals. Exceptional negotiation skills to ensure the technical issue is resolved by the customers and Tableau’s standards

* Highly Technical. Strong understanding of relational databases; experience with Essbase and MSAS Cubes is a plus. Deep understanding of networking, server set-up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, web servers, and authentication methods

* Problem Solver. Demonstrated success as a highly creative, curious technologist and problem solver

* Strong communication and presentation skills. Excellent verbal and written skills (specifically in the documentation and presentation of findings), as the role requires heavy interface with customers, Tableau management (at all levels), external vendors, and other strategic partners. Excellent listening and research skills

* A True Team Player. Strong interpersonal skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups

* Performer. Demonstrated ability to juggle and prioritize a high volume workload while handling details accurately, in a timely manner, and under pressure; strong organizational skills

* You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!

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.