Manager, Services Leader

What you’ll be doing...

Manager, Services Leaders are innovative and passionate drivers of highly efficient engagement and resource management processes for a portfolio of strategic projects. They supervise ongoing engagements and manage a consulting team in a fast-moving environment within their vertical(s). They have strong consulting experience and a deep understanding of our services team, and deliverables. They strive to better understand and improve backend processes that help our consulting team thrive.

The Manager, Services Leader will manage Consultants across a portfolio of vertical engagements to ensure that engagements are profitable, have high customer satisfaction and deliver value-based outcomes. They collaborate with Services Operations, Account Partners, Sales, Support, and Customer Success to ensure clients across the project portfolio are optimizing their return on investment in Tableau. They are strong mentors who lead by example and embody Tableau values.

Customer Engagement & Experience

• Lead the post-sales Services customer relationship and experience, collaborating to bridge the gaps between Services Sales, Customer Success, Customer Support, and Delivery for clients. Manage the transition of projects from Sales to Delivery. Identify and manage resources with the skills necessary to deliver engagement outcomes.

• Proactively monitor and manage customer engagements, using both internal and subcontracted resources, to ensure successful project execution, providing both formal and informal project management as needed. Accountable for customer satisfaction across a broad portfolio of projects.

• Develop and implement solutions that drive outcomes to help our customers achieve their analytics business objectives.

• Share and guide our customers on what is possible, when they are not fully aware of the potential and value they can achieve. We call this the “art of the possible.”

• Contribute 50% of time in a billable capacity to ensure success in areas including, but not limited to, project management, technical leadership, and oversight.

Services Presales & Sales Support

• Lead technical services pre-sales activities by defining success criteria, scope and level of effort through collaboration with Services Sales. This includes, but is not limited to, reviewing statements of work, developing project plans and providing technical expertise (i.e., solutions) to the sales process complimenting and enhancing the activities of services sellers.

• Coordinate and support Sales, Solution Engineering, and Services Sales in developing a solution selling approach to fulfilling customer requirements.

• Lead the identification and qualification of opportunities for follow on and expansion work (collaborating, as needed, with Sales, Account Partners, Success, and Support). Create leads for additional pipeline opportunities within existing accounts by uncovering areas where Tableau can drive additional value through existing services or new offerings.

• Provide thought leadership, playbooks, client success stories, reference-able engagement, and other strategic and tactical collateral materials to support the efforts of Services Sellers..

People Leadership

• Lead and manage individuals through the lifecycle of their careers with Tableau, including recruitment and hiring, coaching and development, mentoring and retaining, and performance management.

• Provide support and guidance to consultants to enable successful engagement execution, including technical expertise and direction as needed to overcome obstacles.

• Guide the technical resources in developing and maintaining their development plans. Continue to drive changes to the hiring profile to meet the evolving needs of the customer.

Operations Leadership

• Oversee the delivery execution of the Services engagements by leading kick off calls, monitoring milestones, projects deliverables and outcomes, status reports and engagement summaries.

• Identify gaps in technology and skills, and coordinate the appropriate technology and services partner strategy to fulfill comprehensive solutions for customers.

• Responsible for the delivery metrics, including: team utilization target, Services margin target, and Services revenue target.

• Responsible for preparing or contributing to delivery forecasts, including: internal and partner revenue delivered (prepare), capacity (contribute), and long-term skills (contribute).

• Proactively identify and/or contribute to process improvement efforts to increase operational efficiency.

Who you are...

• Experienced: 7 years in Consulting or Professional Services Delivery role (e.g., management consulting, IT consulting project leadership, technical support management) . Owning customer engagements end to end or Project Management.

• Project & Program Driven: Must be able to manage relationships, engagement plans and project closure for reporting both to customers and internally to Tableau services leadership.

• Technical: You have strong technical skills across various technologies (inclusive of Modern BI and Tableau experience). Knowledge of business intelligence systems and data analysis tools.Ability to translate business requirements into innovative solutions.

• Business & Sales Strategist: Must understand the business drivers for a successful services business – utilization, contracting elements, revenue attainment, margin awareness, as well as impacting the sales process/pipeline through pre-sales support and account relationship building.

• Inspiring Leader: Prior people management experience (up/down/across). A natural leader and self-starter who can lead with authority, coordinate multiple efforts towards common goals, and help other team members to excel in their work by knowledge transferring/sharing.

• Innovator: Must be able to understand a customer’s environment, challenges and needs, then translate those into solution-oriented engagement plans.

• Excellent Communicator: You communicate effectively with impact with clients, peers, partners and your team.

• 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.
  

For Colorado-based roles: Minimum annual salary of $107,300.00. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com/

#LI-BC1