Tableau Software Program Manager - Community in Dublin, Ireland
Program Manager - Community
Location(s): Dublin, Ireland
Tableau Software is a company on a mission. We help people see and understand their data. After a highly successful IPO in 2013, Tableau has become a market-defining company in the business intelligence industry. But don’t take our word for it—read what analysts like BARC and Gartner have to say about us. (Spoiler: You’ll find terms like “Leader” and “#1.”)
Tens of thousands of companies and organizations have chosen Tableau. From the executive suites of Fortune 500 companies to the jungles of Central America, from immunology research labs to high school robotics club meetings, our software can be found anywhere people have data and questions. Additionally, journalists, bloggers, and major media web sites have embraced our free product, Tableau Public, for its ability to help them share data online in the form of interactive visualizations. Check out all of our products at: www.tableau.com/product-tour at http://www.tableausoftware.com/product-tour .
Tableau’s culture is casual and high-energy. 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. Tableau offers exceptional professional and financial growth potential.
To learn more about Tableau’s mission, please visit: http://mission.tableau.com at http://mission.tableausoftware.com.
The Program Manager - Community is a part of the Global Programs and Operations team and will provide support to the Community, social media presence and content management expertise. Responsibilities include answering customer questions, monitoring response times, nurturing and expanding an already mature community, overseeing special online events, and measuring traffic and performance. This role will also help manage the community platform, including spotting, blocking and cleaning up after spam attacks. This role will help develop a truly integrated content system, optimizing multiple format content linkage so that community and knowledgebase, eLearning, promotional material and other systems all support each other and the Tableau customer. The role also includes helping onboard new Support engineers into the ways of self-service and its online resources.
Primary Responsibilities (Essential Functions):
Help customers be successful with Tableau by answering Community posts – providing information and tracking down resources to help customers recognize value with Tableau.
Contribute to the management of the Community platform, infrastructure, features, services, membership, structure, content and security.
Assess the value of new platform features and track platform roadmaps. Contribute to implementation projects, roll-out and communications.
Identify and manage projects and programs that provide value to our customers.
Act as an ambassador for the Community to end user customers and Tableau employees.
Build strong relationships with our Marketing partners in the Community.
Build strong relationships with the Ambassadors and other special purpose contributor groups.
Build strong relationships with external user groups, and assist with Community functions such as Tableau Conference.
Monitor the “Crow’s Nest” list of unanswered customer posts, so that all posts receive a substantive response in less than 7 days. Review and coordinate answers. Coordinate contributions from other employees to ensure success against this requirement.
Identifying and prevention of posts that need moderation management – spam and other advertising.
Analyze data related to the Community, report on performance indicators, and drive business insights from data.
Ensure that Tableau product releases, upgrades, professional events and others receive appropriate coverage in the Community. Coordinate communications with Marketing and other internal partners to maximize the impact of Support posts, tweets and blogs.
Monitor community posts to assist with the identification of emerging user pain points, and alert to relevant stakeholders (Support, Supportability, Content Experience, etc).
Work closely with Programs and Operations team members globally on cross functional programs to create an integrated and highly effective team.
Seek new ways to encourage, recognize and reward social media contributions from inside and outside of Tableau.
Facilitate content for publication within the Community, including Think Data Thursday, with focus on recording and sharing the knowledge of Tableau Ambassadors with the rest of the community.
Contribute to Boot Camp onboarding and mentoring of Technical Support new hires.
Identify, develop, and execute new channels of communication through relevant social media channels.
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.
Knowledge and Skill Requirements:
Strong Tableau product skills – Desktop Qualified Certification preferred.
BA/BS degree in Information Systems preferred, or equivalent technical or quantitative degrees and equivalent technical support work experience.
3+ years end-user software support and/or help desk experience.
1+ years diagnostic experience and/or troubleshooting.
Experience working within an online community.
Experience working with social media channels.
Experience working with business analytics, focusing on system performance, customer behaviors and volumes, and integration with other systems.
Experience with localization systems and processes.
Ability to integrate knowledge across multiple repositories, formats and sources.
Ability to learn new technologies and concepts quickly.
Demonstrated use of case management systems (Salesforce.com desirable).
Excellent writing skills.
Ability to handle multiple projects at once, and to deal with rapid change in prioritization.
Excellent interpersonal and communication skills with the ability to interact frequently with program managers, developers, quality engineers, and other writers.
Strong work ethic; self-directed and resourceful.
Awareness of, and alignment with, core values and team business goals.