What you’ll be doing…
The Vice President, Worldwide Technical Support is a customer-centric leader responsible for leading and operating Tableau’s technical support teams globally. This leader will utilize their experience to grow and optimize a global organization that consistently ensures customers are getting world class, customer support around the world, in multiple languages. Given the growth of the business, this role requires a leader who can: 1) lead strategically by inspiring and developing transformative plans/roadmaps that will extend Tableau’s leadership position in support, service, and revenue, 2) lead operational excellence activities that ensure our customers’ needs are being exceeded 24:7, in various regions and languages around the world, and 3) lead, inspire, and engage a workforce of talented leaders who are the critical interface for customers seeking assistance from Tableau while building relationships across the organization.
In terms of strategy, this leader will build out various support models tailored to serve the needs of our diverse client base including solving complex technical problems in a variety of host customer segments and environments. The role requires a leader who likes to build new approaches and systems to meet the demand of a rapidly growing technology company. This set of strategies requires a leader with high judgement and an ability to make proper trade-offs. In terms of operations, this role requires a leader who can go deep into understanding operational defects and opportunities and can balance the need for standard work vs. the need for deep technical expertise to support of a set of complex and evolving technical challenges. This role requires a leader who has a track record of delivering “best in class” quality while maintaining operational excellence in deploying scalable efficient processes. Ideally, this leader has a track record of utilizing data analytics in operations to drive performance and as well as unearth insights that lead to product and customer experience improvements. Finally, an important aspect of this role involves building relationships with several cross functional business units including; IT, Sales, Services, and Operations. Given the scale and rapid growth, this leader will be responsible for hiring, developing, engaging, and retaining the talent that will fuel this high performing team in delivering market leading customer experience.
Some of the things you’ll be doing include…
Achieve exceptional business performance results for customer satisfaction, quality, cost and revenue including delivering market leading customer and technical support as measured by our customers.
Design, implement and manage support packages that ensure customers adopt, use and get the full value realization of Tableau’s products and services. Ensure support is a highly accretive input for subscription renewals.
Develop new methods for serving larger customer bases requiring a unique set of support needs/services.
Drive and develop new mechanisms that ensure the voice of the customer is being driven through product development roadmaps and process improvements across the company. Drive regular and proactive communication of customer issues to appropriate teams/departments within Tableau to ensure effective evolution of the products and service.
Recruit and train a global, high performance team delivering technical support through a variety of channels that will delight our customers. Lead all aspects of managing a rapidly growing Support team including; resource management, hiring, mentorship, and performance management.
Build expertise in forecasting and predicting customer issues in order to serve customers in a timely manner and drive new defect reduction efforts.
Lead the sharing of best practices and standardization of work across the globe when beneficial for customers. Localize content and processes when in the best interest of customers.
Define a strategy and execute a roadmap for improving the quality of tools used by Support Engineers. Tools are an essential input towards effectively resolving customer issues and supporting our talented Engineering staff.
Ensure Partner issues and concerns are resolved in a timely manner to extend and enhance the services we provide to customers.
Who you are …
Customer Obsessed. Demonstrated passion for innovating on behalf of customers both in delivering world class support, but also in building closed loop processes with other teams to continuously improve products and services and reduce defects.
Builder. Experience in building world-class technical support organizations who anticipate growth, and scale and build for that future. A person with the correct background who invests in systems and technologies that are needed at the correct stage of growth. A person with vision who can define roadmaps for the next 3-5 years and implement these details flawlessly.
Technical. Experienced working in high Tech companies utilizing a variety of technical environments and software applications including; cloud applications, predictive analytics, and data visualization software. Ideal experience would include using machine learning for predictive analytics and automation.
Experienced. 10+ years’ experience leading worldwide operations of a technical support organization in a high-tech organization. A person who knows when and how to dive deep to build and implement programs and processes to deliver “best in class” customer satisfaction and adoption of the products.
Global. Experience in leading global teams that deliver support in multiple languages with multiple sites is a critical requirement. Must demonstrate excellence in managing/optimizing resources and systems to build a high performing, global organization that ensures customer satisfaction and success. Must have experience managing a multi-million dollar expense budget and revenue stream.
Results-oriented. Proven track record of delivering a balanced set of exceptional results across a variety of key metrics including customer satisfaction (transactional, NPS), revenue, cost reduction, and employee engagement.
Leader of People/Teams. An experienced leader that excels at identifying and developing managers, developing individuals in their pursuit of challenging and rewarding career paths within the department or the company. A proven recruiter with an ability to attract and develop all levels of support technicians and team members.
A True Team Player. Ability to develop and maintain productive relationships across organizations to ensure that business initiatives are achieved. A person who can influence others to act on behalf of customers.
Educated. Bachelor’s degree in Computer Science, Information Technology, Operations or a closely related field. A Master’s degree in Business Administration or equivalent experience is highly preferred.
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.