Senior Customer Success Professional
Pune, IN
6d ago

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
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