Success Architect - Tableau

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• Responsibilities:
  • Serve as the first point of contact for technical issues, providing strategic solutions and leading problem-solving efforts directly on-site at customer locations. May be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need
  • Support post-sales activities, resolving complex software issues, and ensuring smooth product installation, configuration, and optimization
  • Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues
  • Work closely with cross-functional teams to deliver consistent and valuable customer experiences.
  • Conduct architecture reviews and provide recommendations to optimize customer environments, ensuring robust and scalable solutions
  • Build and present customized solutions and live product demonstrations to showcase how Tableau(or Salesforce) can accelerate business strategies
  • Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations
  • Deliver 1:1 or 1:Many customer sessions(e.g. Expert Coaching, Ask-an-Expert) based on the Tableau(or Salesforce) product knowledge
  • Participate in enabling the customer success team or the sales team on technical, product-specific topics internally.

• Qualifications:
• Required:
  • 10+ years of experience in technical customer-facing roles, such as TAM(Technical Account Manager), CSM(Customer Success Manager), Technical Support Engineer and etc.
  • Solid knowledge of relational databases, networking, cloud infrastructure, enterprise BI and web technologies
  • Proficiency in business intelligence tools like Tableau and/or building analytics data pipelines
  • Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
  • Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
  • Fluent in written and verbal communication in both English and Korean
• Preferred:
  • 5+ years of on-site support experience with customers, effectively resolving technical issues while working independently
  • Salesforce and/or Tableau certifications
  • Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Qlik, MicroStrategy, ...)
  • Familiarity with Python/R, web development, and AI/statistical analysis
  • Experience working with Enterprise-level customers

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