Customer Success Architect

Job Description

OverviewThe 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 Architect (CSA) is tasked with providing technical expertise to our clients as related to the TIBCO portfolio of products. They work in tandem with the Customer Success Manager (CSM) to ensure customer adoption and expansion with the goal of providing a path towards both a successful subscription renewal and an expanded TIBCO footprint.What Youll Do

• Trust Building - Develop a trusted technical advisor relationship with clients.
• Product Knowledge - Act as a thought leader and subject matter/product expert across relevant TIBCO products. Perform demonstrations/training/awareness building for new users across customers organizations.
• Technical Delivery - Works with the client and provides technical support in the following areas.
  • Planning
    • Delivery of Success Workshops to help understand the business use case with technical capabilities and limitations of the client.
    • Development & delivery of Blueprints for success to aid in the architecture design and deployment.
    • Capacity planning coaching
    • Engagement scoping and planning
  • Provide customer-specific product workshops and introductory training.
  • Installation & upgrade assistance across relevant architectures including Linux, Windows, AWS, Docker, Clustering and Load Balancing.
  • Performance Engagements
    • Troubleshooting and resolving of general performance issues
    • In depth analysis working hand-in-hand with clients to help identify hardware utilization issues
  • Extended Support when technical issues aren t covered under standard support plans.
• Collaborate - Promote sharing with internal functional counterparts and collaborates with CSM s, Support, Engineering and Product Management to assist clients and help influence key feature decisions.

• Opportunity Upsell - Identifies and communicates up-sell opportunities to CSM to act upon.

• Digital Library & Community - Proactively participate in the development and ongoing maintenance of the TIBCO Digital Library & Community sites by identifying holes, developing new content and refreshing existing content.
• Reporting - Provides engagement status (to include technical issues and risks) to the CSM & client and logs both customer and internal activities.

Core Competencies

• Adaptability - Open to change, possessing self confidence.
• Building Collaborative Relationships - The ability to develop, maintain, and strengthen partnerships with others inside or outside of the organization who can provide information, assistance and support.
• 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.
• 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

• Experience - 5+ years experience in software development and/or related field.
• Technical aptitude
  • Strong software development and integration experience.
  • Experience with multiple platforms including Windows & Linux.
  • Experience with cloud & containerized deployments (AWS, Docker, etc)
  • Experience with web API development and architecture (REST/Microservices).
  • Object-oriented and web development programming experience in Java, JavaScript and/or other advanced languages and knowledge of open source frameworks (Spring) is desired.
  • Experience in relational databases and SQL or PL/SQL.
  • Statistical modeling and programming languages, such as:
    • Open Source R
    • TERR
    • Python
  • Academic knowledge or hands on experience with at least one major OO programming language (Java, C, C++, C# .NET, etc )
  • Academic knowledge or hands on experience with:
    • Python
    • JavaScript
    • HTML/CSS
  • Broad awareness of the TIBCO capabilities, services, and products.
  • In-depth knowledge of architecture frameworks and methodologies related to the TIBCO Predict products.
  • Broad knowledge of technology developments and trends.
  • Proactive analytical expertise and problem-solving approach.
• Communication: 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.
• Detail Oriented - Strong ability to prioritize and multitask, including some lightweight project management.
• Customer Management - Adept at all aspects of field customer interactions, including presentations, demonstrations, and proof-of-concepts with both business and technical audiences.
• Education - BS degree in Computer Science or similar engineering/science technical degree required, Masters degree a plus.
• Language - Primary: English; French/Spanish/Italian/Other language(s) a plus.
• Travel - Ability to travel up to 50% of the time to meet with customers.

About TIBCOHeadquartered in Palo Alto, CA, TIBCO Software enables businesses to reach new heights on their path to digital distinction and innovation. From systems to devices and people, we interconnect everything, capture data in real time wherever it is, and augment the intelligence of organizations through analytical insights. Thousands of customers around the globe rely on us to build compelling experiences, energize operations, and propel innovation.Our teams flourish on new ideas and welcome individuals who thrive in transforming challenges into opportunities. From designing and building amazing products to providing excellent service; we encourage and are shaped by bold thinkers, problem-solvers, and self-starters. We are always adapting and providing exciting opportunities for our employees to grow, learn and excel.We value the customers and employees that define who we are; dynamic individuals willing to take the risks necessary to make big ideas come to life and who are comfortable collaborating in our creative, optimistic environment. TIBCO we are just scratching the surface.,

Keyskills :
open sourcefollowing upweb developmentproblem solvingdigital librarycommunity sitesapi developmentcomputer sciencetechnical supportcommercial models