Customer Success Architect

Overview

This position would be supporting TIBCO Connect pillar products. Primarily, TIBCO Cloud Integration, TIBCO Cloud API Management and TIBCO BusinessWorks

What You'll Do

The TIBCO Customer Success team is focused on delivering exceptional experiences and accelerating product adoption and value for TIBCO customers through three core pillars: Partnership, Adoption and Value Realization.

TIBCO Customer Success is committed to reaching beyond the boundaries of traditional support by intentionally growing mutually beneficial relationships with our clients, and we do this through active engagement to better understand their unique projects and partner with them to enhance their abilities/enable success with our products.

The Customer Success Architect (CSA) is tasked with providing technical expertise to our clients as related to the TIBCO portfolio of products.

They work in tandem with our Customer Success Managers (CSMs) to ensure customer adoption and expansion with the goal of providing a path towards both a successful subscription renewal and an expanded TIBCO footprint.

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 and 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

Experience, Requirements, Competencies and Aptitude Experience - Minimum of five (5) years of experience in architecting and implementing integration solutions around key technologies - Minimum of five (5) years of customer interaction and technical implementation experience, with the ability to rapidly generate customer trust and confidence in a customer success oriented environment - Exposure to subscription- and renewal-based business processes, upselling, or cross-selling as well as deep knowledge of and experience in implementing Customer Success best practices. Requirements - Education – Bachelor of Science degree in Computer Science or similar engineering/science/technical degree required, Masters degree a plus. - Language - Primary: English; French/German/Spanish/Italian/Other language(s) a plus. - Travel - Ability to travel up to 25% of the time to meet with customers. Competencies - Adaptable - Open to change, possessing self confidence. - Collaborative Relationship Builder - The ability to develop, maintain and strengthen partnerships with others inside or outside of the organization who can provide information, assistance and support. - Customer Success Orientation - Demonstrated concern for satisfying one’s external and/or internal customers. Customer need recognition and ability to promote the use and expansion of TIBCO products and services in existing accounts. - Persuasive - The ability to plan and deliver oral and written communications that are impactful and persuasive with their intended audiences. - Thorough - Ensuring that one’s own and other’s 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. - Customer-Facing Soft Skills - Adept at all aspects of field customer interactions, including presentations, demonstrations, and proof-of-concepts with both business and technical audiences. - Communication Skills - Outstanding interpersonal and communications skills to maintain strong relationships with customers and colleagues. Strong written and verbal communication skills that allow you to communicate at all levels of an organization. - Detail Oriented - Strong ability to prioritize and multitask, including project management skills. Technical Aptitude - Strong software development and integration experience. - Experience with multiple platforms including Windows & Linux. - Object-oriented and web development programming experience in Java, JavaScript and/or other advanced languages and knowledge of open source frameworks (Spring) is desired - Experience with cloud computing & containerized software deployments (AWS, Azure, Kubernetes, Docker, etc) - Experience with RESTful APIs, Microservices, TLS/SSL, identity and access management systems/protocols (LDAP, SAML), HTML, CSS, Javascript, Content Management Systems, internet/network security standards and cryptography - Broad awareness of the TIBCO capabilities, services, and products. - Broad knowledge of technology developments and trends. - Proactive analytical expertise and problem-solving approach. - In-depth knowledge of architecture frameworks and methodologies related to the TIBCO Connect products. - - Experience in developing and managing RESTful APIs and Microservices - - 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. - In-depth knowledge of architecture frameworks and methodologies related to the TIBCO Unify products. - - Experience in developing in Java and especially in J2EE, Eclipse and Tomcat - - Experience in Data modeling with UML, E-R and XSD

About TIBCO

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.

Department

Sales

Type

Full Time

Location

Pune, Maharashtra

India