Client Success Specialist

hace 2 meses


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

Are you passionate about enhancing customer experiences? If you thrive in a dynamic environment and are eager to contribute to a growing team, we invite you to explore this opportunity. At TIBCO, we are committed to delivering exceptional value to our clients as we focus on our SaaS offerings.

Role Overview: As a Customer Success Engineer, your primary mission will be to ensure customer satisfaction and product adoption within a significant segment of our business unit. This role is crucial as it directly influences our annual recurring revenue (ARR). You will play a vital part in guiding customers towards successful product utilization, uncovering opportunities for growth, and fostering strong customer relationships.

Key Responsibilities:

  • Monitor Customer Adoption Metrics: Analyze key performance indicators to refine strategies and enhance customer engagement.
  • Lead Customer Onboarding: Oversee the onboarding process, focusing on initial and meaningful product usage.
  • Resolve Customer Issues: Utilize your expertise to address complex customer challenges effectively.

Execution Strategies:

  • Conduct Training Sessions: Develop and deliver training materials and webinars to support customer education.
  • Engage with High-Touch Customers: Provide personalized support to ensure successful adoption.
  • Implement Scalable Solutions: Use a digital-first approach to engage with a broader customer base while maintaining high satisfaction levels.
  • Enhance Product Usage: Promote further feature adoption and explore additional use cases.
  • Problem-Solving Initiatives: Identify and address customer challenges with a focus on their needs.

Continuous Improvement:

  • Recommend Enhancements: Suggest improvements to systems and processes to better serve our customers.
  • Identify Growth Opportunities: Look for ways to expand product usage across departments.
  • Build Advocacy: Develop and maintain relationships with customer advocates.
  • Prioritize Retention: Focus on strategies that enhance customer retention and satisfaction.

Qualifications:

  • Minimum of 2 years in Customer Success, Support, or a related field.
  • Strong understanding of TIBCO products or relevant SaaS experience.
  • Customer-centric mindset with the ability to empathize with client needs.
  • Proven problem-solving skills for addressing technical issues.
  • Experience in analyzing customer data to inform engagement strategies.
  • Ability to manage multiple customer accounts effectively.
  • Collaborative team player with experience working across various departments.

If you are ready to make a significant impact on customer success at TIBCO, we encourage you to consider this role and join us in our mission to enhance customer experiences.

About TIBCO:

TIBCO is a leader in cloud solutions, dedicated to empowering organizations to connect, unify, and analyze their data. Our commitment to innovation and excellence drives us to deliver exceptional products and services to our clients worldwide. Join us in shaping the future of technology and customer success.



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