Customer Success Architect
Customer Success Architect is a Technical Account Manager in a Java Consultant role.
As a Technical Account Manager (TAM), you’ll be a technical consultant working closely with TIBCO clients to ensure both their immediate and long term success. A key technical and business consultant working in tandem with our Customer Success Managers (CSMs), your focus is to ensure customer adoption and expansion with the goal of providing a path towards both a successful subscription renewal and an expanded TIBCO footprint. As part of the Connect team, you will enable customers on our Integration & API Management and our Event-Driven Architecture solutions. This position requires a mixture of project management, organizational, problem-solving, advisory, and technical skills. The ideal candidate will be comfortable interacting with customers, working autonomously, and driving outcomes.
What You'll Do
Primary Duties - Customer Engagement (~75%) - TIBCO CSA’s should spend the majority of their time working with and supporting the technical enablement of TIBCO customers. - Digital Library and Community Development (~15%) - TIBCO CSA’s should engage in enablement content development activities that continually modernize, build and expand TIBCO’s Digital Library and Community content. - Training & Advancement (~10%) - TIBCO CSA’s must stay current on all required corporate & Customer Excellence training. Additionally, CSA’s are expected to have awareness of all the products in the TIBCO portfolio and reasonable depth for all products they support. Lastly, CSA’s should participate in ongoing individual advancement and training. Key Responsibilities - Trust Building - Develop a trusted technical advisor relationship with clients. - Product Knowledge - Serve in the role of product subject matter expert and thought leader for assigned TIBCO products. Perform demonstrations/training/awareness building for new users across customers’ organizations. - Technical Delivery - Works with the client and provides technical support in the following areas. - - Provide customer-specific product workshops and introductory product training. - - Installation & upgrade assistance for on-premise-based solutions across relevant architectures including Linux, Windows, AWS, Docker, Kubernetes, Clustering and Load Balancing. - - Planning - - - Delivery of Success and Fast-track workshops to enable clients to deliver solutions for business use cases using product technical product capabilities. - - - Development & delivery of blueprints for success to aid in the architecture design and deployment of TIBCO’s solutions. Capacity planning and coaching - - - Engagement scoping and planning - - Performance Engagements - - - Troubleshooting and resolving of general performance issues - - - In depth analysis working hand-in-hand with clients to help identify hardware utilization issues - Collaboration - Promote sharing with internal functional counterparts and closely partner with Customer Success Managers in support of the technical enablement and solution adoption for clients. Collaborate with Product Management, Engineering, Support, DevOps as a customer advocate to help influence key feature decisions and development prioritization. - Opportunity Development – Identify and communicate customer solution expansion commercial opportunities to Customer Success Managers to act upon. - Digital Library & Community - Proactively participate in the development and ongoing maintenance of the TIBCO Digital Library & Community sites by identifying holes, developing new content and refreshing existing content. - Reporting - Provide engagement status (to include technical issues and risks) to the CSM & client and log both customer and internal activities.
Who You Are
? 5+ years of recent professional service, TAM or similar experience in architecting and implementing integration solutions around key technologies.
? Strong software development or integration experience.
? Experience with multiple platforms including Linux.
? Experience with cloud computing & containerized software deployments (AWS, Azure, Kubernetes, Docker, etc)
? Experience with network infrastructure devices (switches, routers, load balancers); identity and access management systems/protocols (LDAP, SAML); reliable messaging systems (JMS, Websphere MQ, MSMQ).
? Preferred - Experience with API Management/Integration tools and products from suppliers such as TIBCO Mashery, Mulesoft, Google Apigee, IBM API Management, Dell Boomi, CA, WSO2, Postman etc.
? Proactive analytical expertise and problem-solving approach.
? Strong communication, presentation, consultative and leadership skills
? Passion to be an expert on the product and for being part of a fast growing company
? BA/BS quantitative/technical degree or equivalent.
? English speaker; French/German/Spanish/Italian/Other language(s) a plus.
TIBCO Software Inc. unlocks the potential of real-time data for making faster, smarter decisions. Our Connected Intelligence Platform seamlessly connects any application or data source; intelligently unifies data for greater access, trust, and control; and confidently predicts outcomes in real time and at scale. Learn how solutions to our customers’ most critical business challenges are made possible by TIBCO at www.tibco.com.