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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life.

The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place Agentforce is the future of AI, and you are the future of Salesforce.

About Tableau, a Salesforce Company

Tableau helps people see and understand data. Our analytics platform fuels exploration, allowing you to quickly answer questions with data and share insights across your organization.

Global enterprises, early-stage startups, nonprofits, and governments all use Tableau's intuitive software to quickly transform their data into actionable insights.

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

The Manager, Technical Support is responsible to ensure support is provided in a timely, customer-oriented, and comprehensive manner.

Promote a support culture that goes above and beyond what the customer expects and ensuring that every Tableau customer support contact is positive.

Manage service level agreements and customer satisfaction levels.

Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service.

Provide leadership and motivation by establishing clear expectations and coaching employees to achieve Tableau's support goals. Plan and manage the team's schedules and their professional and technical development. Communicate specific performance feedback through regularly scheduled one-on-one meetings with each direct report. Conduct timely and thorough performance reviews.

Primary Responsibilities (Essential Functions)

Ensure customer service excellence and guaranteed response times by actively monitoring support emails/tickets and ensuring all tickets are resolved in a timely and comprehensive manner.

Review support tickets for accuracy and to look for any trends that might indicate product problems or customer confusion.
Track and identify frequently occurring, high impact support issues as candidates for permanent resolution.
Track bug and feature requests status to stay on top of the hot issues.
Keep abreast of product plans and schedule trainings/briefings for your reports
Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences.
Coach team members to guide customers toward self-serve support options in a service-oriented manner.
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.

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.

Identify training topics and schedule continuing education.
Continuously provide opportunities for team members to actively develop marketable skills
Work with training team to ensure new hire and ongoing training is comprehensive and effective
Maintain one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs
Serve as first level escalation from your directs and pursue each escalation as an opportunity to turn the customer around and into a fan
Provide direct customer support for a minimum of ten hours per week in order to remain current
Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management

Additional Responsibilities

Recruitment:

Tableau hires company builders; employees are expected to be on the constant lookout for the best talent to bring onboard, helping Tableau continue to build one of the best companies in the world.

Other duties as assigned.

Requirements

More than 2 years of supervisory/management experience in a software Technical Support department
Requires data experience. Data analytics skills are preferred.
Experience in a software product/technical support department or related, direct customer contact experience
Excellent written and verbal communication skills in both Japanese and English
Previous experience with enterprise software or cloud solutions is a plus
Strong desire to provide high-quality customer service
Excellent problem-solving skills
Ability to effectively manage multiple tasks
Strong organizational skills
Team player who demonstrates positive, constructive interpersonal skills
Self-motivated and able to work productively with minimal direction


主な職務:
サポートケース等を積極的に監視し、すべてのチケットがタイムリーかつ包括的に解決されるようにすることで、卓越した顧客サービスと保証された応答時間を確保します。
サポートチケットの正確性をレビューし、製品の問題や顧客の混乱を起こす可能性のある傾向を検知ます。
恒久的な解決策の候補として、頻繁に発生する影響の大きいサポート問題を追跡し、特定します。
バグと機能要求のステータスを追跡し、ホットな問題に対応します。
製品計画を常に把握し、部下のトレーニング/ブリーフィングをスケジュールします。
顧客の好みを考慮に入れ、問題を解決する顧客中心のサポートを提供するようチームメンバーをコーチします。
サービス志向の方法で、顧客がセルフサービスサポートオプションを利用できるようにチームメンバーをコーチします。
サポートスケジュールと作業割り当てを積極的に管理します。
期待と貢献目標を設定することで、各チームメンバーがオンラインサービスの改善に積極的に貢献していることを確認します。
チームのスキルと知識、および利用可能なリソースとサポートツールの有用性を継続的に評価し、トレーニングおよびシステムマネージャーと積極的に協力してギャップに対処します。
トレーニングのトピックを特定し、継続教育をスケジュールします。
チームメンバーが市場性のあるスキルを積極的に開発する機会を継続的に提供します。
新人および継続的なトレーニングが包括的かつ効果的であることを確認するためにトレーニングチームと協力します。
各直属の部下との1対1のミーティングスケジュールを維持し、パフォーマンスフィードバック、コーチング、目標設定、および潜在的なプロジェクトとトレーニングのニーズについて話し合います。
直属の部下からの最初のエスカレーションとして機能し、各エスカレーションを顧客の意見を聞き入れ、ファンに変える機会として追求します。
最新の状態を維持するために、週に最低10時間の直接顧客サポートを提供します。
リソース管理、採用、メンターシップ、およびパフォーマンス管理を含むテクニカルサポートチームのリーダーシップと管理。


必要条件:
ソフトウェアテクニカルサポート部門での2年以上の監督/管理経験
サポートデータを正しく理解し、データ分析スキルがあれば尚可。
ソフトウェア製品/テクニカルサポート部門または関連する直接顧客対応経験
日本語および英語での優れた書面および口頭コミュニケーションスキル
エンタープライズソフトウェアまたはクラウドソリューションの経験があれば尚可
高品質の顧客サービスを提供したいという強い願望
優れた問題解決スキル
複数のタスクを効果的に管理する能力
強力な組織スキル
ポジティブで建設的な対人スキルを示すチームプレーヤー
自己主導的で、最小限の指示で生産的に作業できる

Unleash Your Potential

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Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best.

Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

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