Customer Success Team Leader

hace 2 meses


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

Are you passionate about driving customer satisfaction and success? At TIBCO, we are seeking a dedicated individual to lead our Customer Success Management team. This role is pivotal as we focus on enhancing our SaaS offerings and ensuring our clients achieve maximum value from our products.

Role Overview: The Manager of Customer Success Management will oversee a talented group of Customer Success Engineers, responsible for a significant portion of our Annual Recurring Revenue (ARR). Your primary mission will be to foster customer retention through effective product utilization, uncover growth opportunities, and nurture strong customer relationships.

Key Responsibilities:

Strategic Initiatives:

  • Monitor Customer Adoption Metrics: Analyze and track key performance indicators to inform strategic decisions and enhancements.
  • Lead Customer Onboarding: Oversee the onboarding journey, ensuring clients achieve First Active Use and Meaningful Use of our solutions.
  • Expert Problem Resolution: Address complex customer needs with a comprehensive understanding and lead the resolution process.

Operational Execution:

  • Conduct Training and Webinars: Create and deliver educational content to empower customers and facilitate their success.
  • Engage High-Touch Customers: Provide personalized support to key clients to enhance their experience and product adoption.
  • Implement Scalable Engagement: Utilize a digital-first approach to connect with a broader customer base while ensuring their success.
  • Drive Feature Adoption: Encourage deeper usage of our solutions to increase customer loyalty.
  • Proactive Problem-Solving: Identify and address customer challenges with a focus on solutions.

Continuous Improvement:

  • Enhance Systems and Processes: Recommend improvements to streamline operations and resolve common customer issues.
  • Identify Growth Opportunities: Seek out potential for expanding our product usage within client organizations.
  • Build Customer Advocacy: Develop and maintain relationships with customer champions.
  • Focus on Retention: Prioritize initiatives that drive customer adoption and retention.

Qualifications:

Your experience includes:

  • 5+ years in Customer Success, Support, or related technology fields.
  • 2+ years in a leadership role managing teams.
  • Experience with product support in a SaaS environment.
  • Technical certifications relevant to the role.

Your strengths include:

  • A proven track record in SaaS customer success.
  • A proactive, team-oriented mindset with a focus on urgency and adaptability.
  • Exceptional communication and multitasking abilities.
  • A commitment to continuous learning and process optimization.
  • A strong desire to lead by example and support both customers and team members.

If you are ready to make a significant impact on customer success at TIBCO, we invite you to explore this opportunity. Join us in our mission to empower clients and transform their experiences with our innovative solutions.

About TIBCO:

TIBCO is a leader in cloud-based solutions, committed to delivering exceptional value to our clients. We believe in the power of diverse perspectives and encourage our team members to innovate and excel in their roles. Together, we are shaping the future of work and technology.



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