Head of Customer Success Operations

hace 3 semanas


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

Are you passionate about driving customer satisfaction in a dynamic environment? If you thrive in a fast-paced, innovative atmosphere and are eager to make a significant impact, we want to hear from you. At TIBCO, we are focusing on our SaaS offerings, and we are looking for a dedicated professional to join our Customer Success team.

Role Overview: The Manager of Customer Success Management will oversee a team of Customer Success Engineers, responsible for a substantial portion of our Annual Recurring Revenue (ARR). Your primary focus will be on enhancing customer retention through increased product engagement, identifying growth opportunities, and fostering customer advocacy. You will collaborate with various stakeholders to implement customer-centric initiatives that consistently deliver value.

Key Responsibilities:

Strategic Initiatives:

  • Monitor Customer Adoption Metrics: Analyze key performance indicators related to customer adoption to inform strategic decisions.
  • Lead Customer Onboarding: Manage the onboarding process post-sale, ensuring customers achieve meaningful engagement with our products.
  • Expert Problem Resolution: Understand complex customer needs and guide the resolution of their challenges.

Execution:

  • Conduct Training Sessions: Develop and deliver webinars and training materials for customers.
  • Engage with High-Touch Customers: Provide personalized support to key customers to ensure their success.
  • Implement Scalable Engagement: Utilize a digital-first approach to engage with a broader customer base while ensuring their success.
  • Enhance Product Adoption: Drive further engagement with our features and use cases.
  • Proactive Problem-Solving: Identify customer challenges and propose effective solutions.

Continuous Improvement:

  • Recommend Enhancements: Suggest improvements to systems and processes to better address customer needs.
  • Identify Growth Opportunities: Explore avenues for product expansion within customer organizations.
  • Build Customer Advocacy: Develop and maintain relationships with customer advocates.
  • Focus on Retention: Prioritize initiatives that enhance customer retention and satisfaction.

Qualifications:

Your ideal background includes:

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

Desired Skills:

  • Experience with SaaS B2B or B2C products.
  • A proactive, team-oriented mindset with a strong sense of urgency.
  • Exceptional multitasking and attention to detail.
  • Strong communication skills, both written and verbal.
  • A commitment to continuous learning and improvement.
  • A desire to lead by example and support both customers and colleagues.

About TIBCO:

TIBCO is dedicated to fostering an inclusive workplace where diverse experiences and perspectives are valued. We believe in empowering our team members to innovate and excel in their roles. Join us in shaping the future of cloud-based solutions and making a meaningful impact on our customers' success.



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