Escalation Manager, Tableau



Sydney, NSW, Australia
Posted on Wednesday, June 5, 2024

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We are searching for a strong incident leader to join our Global Critical Incident Center and drive technical customer problems to resolution.

The Escalations Manager (Tableau), is a highly customer-focused, operational leader responsible for flawlessly implementing world-class, critical escalation response with a high sense of urgency.

As a Customer Success Group and Critical Incident Center team member, excellent technical knowledge of complex SaaS systems and deep experience leading the internal and external rapid response to complex matters is key to the role. You will play a crucial role to manage high severity and executive-level customer issues by collaborating and partnering with the entire organization to achieve a resolution. It is both a technically competent and business-oriented role.

Key Responsibilities:

  • Ensure the flawless execution of the executive escalation incident resolution process, with transparent communication that drives very high internal/external customer satisfaction levels.

  • Lead cross-functional post-incident process reviews to ensure continuous improvement of operations and execution­ with a goal to minimizing or preventing future escalations.

  • Closely partner with Infrastructure, Engineering, Operations, Technical Support, Customer Success, and Sales leadership to ensure alignment across the business.

  • Represents CSG as the initial single on-point contact for any confirmed or potential escalation raised by any individual within the organization and ensures interested parties and executives are alerted via an internal executive-facing Slack channel.

  • Cross collaborate with teams within the Critical Incident Center to ensure the proper handoff and smooth transition between teams.

  • Build a network of contacts across the organization to understand the roles and responsibilities of groups that to bring in to solve an escalation.

What You’ll Be Doing:

  • You will work primarily with enterprise customers of Tableau Server and Tableau Cloud products, proactively assisting them with post-sales installation, configuration and set up tasks, or customers of Tableau products, proactively assisting them with post-sales installation, data connectivity, performance and analysis of data

  • Responsibilities include triaging and resolving highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Tableau products.

  • Apply in-depth troubleshooting and debugging skills along with knowledge of systems, databases, and applications to get to root cause of the customer’s issue. Set up test environments to mirror customer set-up, write test scripts, and perform tests using customer’s data or representative data. Apply solid test methodology and debugging skills to narrow down the problem as needed. Communicate effectively to Sustaining Engineering step-by-step instructions to reproduce the issue and findings to identify root cause.

  • Prioritize customer cases and company projects effectively, communicating priorities and plans to management.

Minimum Requirements:

  • Experience in a technical support environment, handling highly complex issues.

  • Demonstrated capability managing, coordinating, and ensuring resolution on executive-facing escalations.

  • Incident management experience

  • Managing, troubleshooting, or administering Tableau products or equivalent BI tool/software

  • Outstanding communication skills at the c-level: Both written and verbal communications

  • Deep experience leading and responding to complex critical incidents

  • Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.

Specific Skills:

  • Advanced > Expert Tableau Product Experience: Tableau Server, Tableau Desktop, Tableau Cloud, and other Tableau product offerings or equivalent technology

  • Solid understanding of relational databases; Deep understanding of Windows and Linux, networking, server setup and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers.

  • Superb Communication & Emotional Intelligence skills vital to navigating internal & external collaborators, executives, and leading decision makers

  • Customer-centric attitude and focus on providing best-in-class service for customers and collaborators.

  • Implements with a high level of operational urgency to maintain calm and work closely with a team and stakeholders during a critical situation.

  • Ability to lead and drive resolution remotely as an incident commander with excellent executive communications and collaboration abilities



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