Lead Customer Success Manager

Overview

TIBCO Software takes businesses to their digital destinations by interconnecting everything in real time and providing augmented intelligence for everyone, from business users to data scientists. This combination delivers faster answers, better decisions, and smarter actions. For nearly 20 years, thousands of businesses around the globe have relied on TIBCO technology to differentiate themselves through compelling customer experiences, optimized assets, and innovative new business models.

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.

As a Lead Customer Success Manager, you will be an integral part of the APJ Customer success team and work with customers across Southeast Asia region. 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. 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. In short, we are looking for an individual contributor to articulate value, inspire and sell the future and potential of TIBCO CIC offering to current or potential customers!

What You'll Do

  • 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

  • At least 5 years of 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 will be rewarded

  • Focus on YOU - Health and Wellbeing : Employee Assistance Programme and an employer-funded Private Medical Insurance plan, flexible working options and genuine work/life balance
  • Focus on FINANCES - Financial Future : We understand that financial security is key. You will have income protection, and death and disability insurances to provide you with 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 right direction
  • Focus on COMMUNITY – Collaboration and Inclusion : We 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, mental health awareness, and culture recognition days, we offer you a truly diverse environment where your voice matters

 

Important notes:

Applications and CVs must be in English.

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.

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.

We have updated our Candidate Data Privacy policy, which 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

Jakarta,

Indonesia