Lead Customer Success Manager

Overview

TIBCO recognizes that our ongoing success and growth is directly associated with our ability to maintain consistently high levels of customer satisfaction, which in turn will translate into customer retention. We’re committed to reaching beyond the boundaries of traditional support by intentionally growing mutually beneficial relationships with our clients, and we do this through actively engaging with them to understand their unique projects and partnering with them to help enhance their success through our offerings.

Based in Sydney, you will advise and guide a variety of customers ensuring they maximize the value they derive from their TIBCO Connected Intelligence Cloud (CIC) solution, gain an understanding their emerging needs and help them align their programs with best practices and key success factors. Working closely with the TIBCO Account Executives, the pre-sales team and the professional service organization you will provide input into their strategic customer plans, helping them to identify areas where existing customers could improve their use of TIBCO or uncovering new use cases for TIBCO amongst their customer portfolio.

You should be able to articulate value, inspire and sell the future and potential of TIBCO CIC offering to current or potential customers. Part coach, project manager, consultant and product expert, you are an experienced SaaS Customer Success Manager with a proven track record of problem-solving, extremely high retention and expanding account revenue.

What You'll Do

The job holder will be expected to perform the following: -

 

  • Develop a trusted advisor relationship across a variety of functions and roles, including executives, decision-makers, product managers and functional users.

  • Establish and oversee customer adoption, training, and development of best practices to continually drive incremental value and return on customer investment

  • Ensure renewals, identify and prioritize growth opportunities, and drive revenue through expansion/upsell

  • Collaborate with internal functional counterparts to enable customer marketing, product roadmap, and overall communication

  • Understand all aspects of TIBCO CIC functionality and perform demonstrations/training for new users within a customer’s organization.

  • Advocate for customers internally to ensure utmost customer satisfaction

  • Act as a thought leader and subject matter/product expert

Who You Are

 

  • 3-5 years’ experience in customer success, project management and/or account management in a professional services SaaS environment.

  • Experience in Utilities, Retail & Telco is highly preferred.

  • Experience in pre-sales and/or professional services a plus.

  • Outstanding interpersonal and communications skills to maintain strong relationships with customers and colleagues.

  • Detail-oriented and strong ability to prioritize and multitask.

  • Strong written and verbal communication skills that allow you to communicate at all levels of an organization.

  • Technical aptitude. Ability to develop a strong understanding of TIBCO CIC product offerings, market dynamics, and industry trends.

  • Experience managing all phases of the SaaS lifecycle, working with technical products and facilitating between technical and business teams

  • BA/BS degree required

 

 

How you’ll be rewarded:

 

  • Focus on YOU -  Health and Wellbeing : Employee Assistance Programme and an employer-funded Private Medical Insurance plan. You can also benefit from dental insurance, health assessments, and a truly holistic approach to flexible working options. 

  • Focus on FINANCES - Financial Future : We understand your financial future is key. That’s why you’ll have access to an exceptionally competitive pension scheme, a bonus incentive plan, automatic enrolment in an income protection plan,  as well as a death and disability insurances to provide you with that financial peace-of-mind. 

  • Focus on PROGRESSION – Learn and Advance : Develop your skills with best-in-class on-line and in-person learning and development tools. Take advantage of TIBCO’s Career Mapping to enhance and develop your skills to take your career in the direction you choose. Participate in our ‘Elevate Live’ weekly enablement sessions, and for our Sales professionals - attend our Elevate Academy.

  • Focus on COMMUNITY – Collaboration and Inclusion : Team up with our Culture Captains and help us continue to build #TIBCOSpirit. Daily we all strive to create a truly diverse, inclusive and collaborative community where we seek out inspiration, innovation and genuine WOW moments. From inspiring key-note speakers, to mental health awareness, to culture recognition days, we offer you a truly diverse environment where your voice matters.

  • Focus on CUSTOMERS - Make a difference  : Take a look at our many customer success stories: https://www.tibco.com/customers

 

 

Please note you must have full working rights for the country you are applying for. If on a work permit or visa please make sure the details along with expiry date are included on your application.

Applications and CVs must be in English.

TIBCO is an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Important: Please note that we have updated our Candidate Data Privacy policy and can be found here: https://www.tibco.com/careers/candidate-privacy

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

North Sydney, NSW

Australia