.**Job Category **:Customer Success Group**Job Details**:The Premium Support team is responsible for identifying and addressing enterprise-level technical concerns and aligning proactive guidance to our customers' business objectives. Technical Account Managers provide specialized technical expertise to the accounts that invest in this premier program, acting as the main technical point of contact for our customers' IT and BI leadership. Internally, we coordinate with Product Management, Sales, Technical Support, and Engineering to drive customer outcomes.**What you'll be doing...**As the Sr. Manager, Technical Account Manager you will promote a customer-centric support environment that goes above and beyond what the customer expects, and will ensure that every Tableau technical support contact is positive. You are an outstanding, customer focused leader with the ability to engender followership to make valuable contributions with strategic projects and initiatives.You will help optimize the Support team for growth; identifying and promoting opportunities to reduce the amount of direct support required through product improvements, training, tooling, online support, and self-service. You will provide individual and team leadership and motivation by establishing clear expectations and mentoring employees to achieve Tableau's support goal.**Some of the things you'll be doing include...**- Interview, onboard, mentor, and promote successful TAMs.- Delegate and onboard new accounts into your team of TAMs.- Continually assess team skills and knowledge, and usefulness of available resources and support tools and actively work with the Training and Systems Managers to address gaps.- Maintain a regular one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs.- Provide leadership, coaching, technical guidance, performance feedback, and growth opportunities to the team daily.- Continuously provide opportunities for team members to actively develop marketable skills. Actively identify and coordinate training topics and address skill gaps on the team- Actively manage the support schedule and work assignments.- Ensure each team member is actively contributing to the improvement of online services by setting expectations and contribution goals.- Ensure new hire and ongoing training is comprehensive and effective.- Support your team through customer renewal and expansion events.- Accompany your team on customer onsite events and in quarterly business reviews.- Lead oversight on critical customer issues, working across Support, Sustaining Engineering, and Development until resolution is achieved.- Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.- Participate in organizational planning and initiatives within our regional and global support teams.- Serve as Sr
