Senior Associate Customer Success Manager

Overview

The TIBCO Customer Success team is committed to reaching beyond the boundaries of traditional support by intentionally growing mutually beneficial relationships with our clients, and we do this through active engagement to better understand their unique projects and partner with them to enhance their abilities/enable success with our products. The Customer Success Manager (CSM) is tasked with proactively guiding our customers, providing best practices and technical leadership, and assisting them through all phases of enablement. They work directly with TIBCO customers to anticipate and address current business, as well as be the primary point of contact for all customer needs including some technical troubleshooting, onboarding, adoption and continuing to use TIBCO solutions.

The Digital Customer Success Team is responsible for facilitating TIBCOs digital customer journey. The Digital Customer Success Manager oversees a portfolio of clients helping them onboard and adopt TIBCO technologies.

Primary Components

• Customer Engagement (~65%) - TIBCO CSM’s should spend the majority of their time engaging and otherwise servicing the needs of TIBCO customers.

• Community Engagement (~15%) - TIBCO CSM’s should engage the TIBCO Community by answering questions and providing posts.

• Customer Success Platform Development (~10%) - TIBCO CSM’s should engage in ongoing CS platform development activities that continually improve and evolve both the content and the delivery methods.

• Training & Advancement (~10%) - TIBCO CSM’s must stay current on all required corporate & Customer Excellence training. Additionally, CSM’s are expected to have awareness of all the products in the TIBCO portfolio and reasonable depth for all products they support. Lastly, CSM’s should participate in ongoing individual advancement and training.

What You’ll Do

Key Responsibilities

• Trust Building - Develop a trusted advisor relationship across a variety of functions and roles, including executives, decision makers, product managers and functional users.

• Program Management - Establish and oversee customer on-boarding, adoption, training, and development of best practices to continually drive value realization and return on customer investment.

• Opportunity Management - Ensure customers are in excellent position for renewals, as well as identify and prioritize growth opportunities such as expansions/upsells.

• Escalation Management - Coordinate between customer/ internal teams as issues arise, facilitating resolution for the customer. Serves as the primary escalation point for customer success issues which arise from within the team; directly from customers; or from other TIBCO functions (such as; Sales, PM, Eng etc.). Be able to effectively manage, and respond to critical escalations, and provide recurring updates in a timely fashion until issues are resolved.

• Collaborate & Coordinate - Promote sharing with internal functional counterparts to enable customer marketing, product roadmap, and overall communication. Collaborate with CSA’s, Professional Services, Support, etc., as well as a wide audience of customer contacts, to facilitate resolution of high priority issues. Partner with Engineering and Product Management when required.

• Product Knowledge - Act as a subject matter/product expert across relevant TIBCO products. Collaborate with CSA to create self-education materials like videos, One pagers etc. Perform demonstrations/training/awareness building for new users across customers’ organizations.

• Technical Aptitude - Understand technical requirements/topics to translate those internally and/or connect appropriate dots to assist in product adoption.

• Voice of Customer: Advocate for customers internally to ensure utmost customer satisfaction, including arranging or delivering product feedback, updates, etc.

• Account Remediation - Own remediation plan for accounts where renewal is facing issues because of product adoption.

• Monitoring - Understand and document customer use cases, technical progress/challenges/opportunities, and overall customer status and product usage.

• Reporting - Proactively document and communicate both customer and internal activities.

  
  

Core Competencies

• Analytical Troubleshooting - Collects relevant artifacts about a customer issue which could be used to identify a solution; problem solving.

• Customer Orientation - Demonstrated concern for satisfying one’s external and/or internal customers.

• Ensure Customer Success - Ensure customer needs are fulfilled to promote the use and expansion of TIBCO products and services in existing accounts.

• Persuasive Communication - The ability to plan and deliver oral and written communications that are impactful and persuasive with their intended audiences. Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.

• Thoroughness - Ensuring that one’s own and other’s work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.

Who You Are

Qualifications

• Years: 2+ years experience in customer facing roles in a SaaS environment.

• Technical aptitude: Ability to understand technical background of product offerings, market dynamics and industry trends.

• Communication & Relationship: Outstanding interpersonal and communications skills to maintain strong relationships with customers and colleagues. Strong written and verbal communication skills that allow you to communicate at all levels of an organization. Build trust and create meaningful relationships among champions and key Executives within each account.

• Detail Oriented: Strong ability to prioritize and multitask, including some lightweight project management.

• Customer Management: Experience managing all phases of the customer journey and ability to facilitate between technical and business teams. Proven experience with escalation/problem management and facilitating resolution for the customer. Experience with customer digital strategy is a plus.

• Education: BA/BS degree required.