Customer Success Manager

Job Description

OverviewJob Role - Customer Success ManagerExperience - 4 - 8 YrsLocation - Pune & Hyderabad
• 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 use of 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
What Youll Do
• Primary Components Customer Engagement (~55%) - TIBCO CSMs should spend the majority of their time engaging and otherwise servicing the needs of TIBCO customers
• The Digital Customer Success team leverages automation to do customer engagement
• Customer Success Platform Development (~20%) - TIBCO CSMs should engage in ongoing CS platform development activities that continually improve and evolve both the content and the delivery methods using Gainsight
• Community Engagement (~15%) - TIBCO CSMs should engage the TIBCO Community by answering questions and providing posts
• Training & Advancement (~10%) - TIBCO CSMs must stay current on all required corporate & Customer Excellence training. Additionally, CSMs are expected to have awareness of all the products in the TIBCO portfolio and reasonable depth for all products they support
• Lastly, CSMs should participate in ongoing individual advancement and training
• Customer Digital Onboarding Trust Building Program Management Opportunity Management Escalation Management Collaborate & Coordinate Product Knowledge Product Adoption Account Health Checks Technical Aptitude Voice of Customer Account Remediation Monitoring & Reporting Core Competencies Analytical Troubleshooting - Collects relevant artifacts about a customer issue that 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 to 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 others 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
• 4+ years of experience in customer-facing roles in a SaaS environment
• BE/ B Tech/ MCA/ MBA
About TIBCOTIBCO Software Inc. unlocks the potential of real-time data for making faster, smarter decisions. Our Connected Intelligence Platform seamlessly connects any application or data source; intelligently unifies data for greater access, trust, and control; and confidently predicts outcomes in real time and at scale. Learn how solutions to our customers most critical business challenges are made possible by TIBCO at www.tibco.com .,

Keyskills :
salescustomer servicecustomer relationsmarketingonboardingfollowing upproduct adoptionproduct knowledgeprogram management