What you’ll be doing…
The Analyst, Technical Account Manager is responsible for the collection, analysis, reporting, and development of technical reports that illustrate Tableau Servers’ health-related data to enhance the understanding of its health, capacity, performance, data usage and planning.
This role requires deep quantitative skills to answer technical and strategic insights to help the Technical Account Managers drive pro-active actions for the Customers’ Tableau Deployment to address performance, Stability and Growth/Capacity planning requirements.
The Analyst, Technical Account Manager will develop standardized tools, methodologies, and create product readiness updates aimed at improving technical reporting capabilities of the Tableau Server and creating regular product insights for the Global Technical Account Management group.
Some of the things you’ll be doing include …
Create, Build and Refine current reporting packages to empower Technical Account Managers with critical Tableau Servers’ deployment operational data related to support strategy and execution.
Develop and maintain standardized deployment review reports and dashboards to report/monitor overall Tableau Server health, and key objectives/performance indicators.
Enable Technical Account Manager to utilize the information to address a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
Support ongoing analysis of Tableau Server’s utilization, health and performance.
Collect, analyze, evaluate, and report data to track Tableau Server’s usage, health, and performance metrics from customers.
Work closely with Technical Account Management, Customer Solutions Programs, Supportability and Operations counterparts to ensure data validity, tools needs, and technical strategy is aligned.
Also work closely with Supportability, Product to create videos and documentation on the latest product enhancements, security bulletins, how-tos as readiness information for the Technical Account Management.
Assist with the communication of Deployment review and Health Check information to the Technical Account Managers, Customers and associated departments over the phone and in person.
Be integral to the change management process ensuring adoption of new processes and tools through performance measures.
Collaborate with Technical Support, Product Management, Sustaining Engineering, Sales Consultants and Support Management to resolve issues by applying excellent technical, customer service, and interpersonal skills in building solid cross-functional relationships.
Effectively communicate with customers via email, phone and other electronic methods to work and ensure client’s effective use of Tableau products. Maintain excellent relationships with Tableau customers by applying superb customer service and technical skills. Perform in-depth troubleshooting and health-check on logs to identify root cause while understanding the customer’s skill level and communicating with them in the manner most appropriate. Use excellent judgment on when and how to communicate with customer for maximum effectiveness and customer satisfaction
Collaborate and consult with Tableau Technical Account Managers to successfully integrate (installation, data connectivity, analysis and performance, health-check configurations) the application into their business, and to resolve highly complex technical issues associated with upgrades, migrations, performance issues.
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