What You'll 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 
