Customer Success Management Leader

hace 2 meses

San José, San José, Costa Rica TIBCO A tiempo completo

Are you passionate about driving customer satisfaction and success? If you excel in a dynamic, innovative environment and enjoy collaborating with a talented team, we invite you to explore this opportunity. At TIBCO, we are refocusing our efforts on our SaaS solutions, where we see significant growth potential.

Join our team We are on the lookout for a Manager of Customer Success Management to lead a dedicated team of Customer Success Engineers, responsible for a substantial portion of our Annual Recurring Revenue (ARR). Your mission will be to enhance customer retention through increased product utilization, uncover expansion opportunities, and foster customer advocacy.

Key Responsibilities:

Strategic Initiatives:

  • Monitor Customer Adoption Metrics: Analyze key performance indicators related to customer adoption to inform strategy and drive improvements.
  • Oversee Customer Onboarding: Manage the onboarding process post-sale, ensuring customers achieve First Active Use, Meaningful Use, and increased Total Active Use.
  • Expertise in Issue Resolution: Understand complex customer needs and lead efforts to resolve their challenges.

Operational Execution:

  • Conduct Training and Webinars: Create and deliver training content and webinars to educate customers effectively.
  • Engage with High-Touch Customers: Identify and support high-touch customers to ensure their success and product adoption.
  • Implement Low-Touch Engagement Strategies: Utilize a digital-first approach to engage customers, ensuring scalability while promoting success and minimizing churn.
  • Enhance Feature Adoption: Increase account stickiness through further feature utilization and diverse use cases.
  • Proactive Problem-Solving: Identify customer challenges and propose solutions with a customer-centric focus.

Continuous Improvement:

  • Enhance Systems and Processes: Recommend improvements to systems and processes to effectively address common customer issues.
  • Identify Growth Opportunities: Seek expansion opportunities for our products within customer departments for comprehensive adoption.
  • Build Customer Advocacy: Cultivate and maintain relationships with customer advocates.
  • Prioritize Customer Retention: Focus on customer adoption and retention through strategic initiatives.

Qualifications:

Your ideal background includes:

  • 5+ years of experience in Customer Success, Support, Sales Engineering, or related technology sectors.
  • 2+ years of leadership experience in team management.
  • Practical knowledge of product support, preferably with TIBCO or similar experience.
  • Technical certifications in relevant technologies.

Your key strengths include:

  • Experience with Customer Success teams in SaaS B2B or B2C environments.
  • A startup mindset with a passion for teamwork and a sense of urgency.
  • Strong focus on solutions and outcomes.
  • Exceptional multitasking abilities and attention to detail.
  • Effective communication skills.
  • Ability to work independently and collaboratively.
  • Strong technical skills with a commitment to continuous learning.
  • A drive for optimization and automation to enhance efficiency and accuracy.
  • A desire to lead by example and exceed expectations for customers and colleagues.

About TIBCO:

TIBCO is dedicated to creating a diverse and inclusive workplace where every employee can thrive. We are committed to equal employment opportunities and compliance with all relevant laws. We value the unique experiences and perspectives of our team members, empowering them to innovate and contribute to our mission.

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