Sr. Customer Success Architect

Overview

***This is a remote role and can be based anywhere in the Eastern or Central Time Zones***

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 the Customer Success Manager (CSM) to ensure customer adoption and expansion with the goal of providing a path towards both a successful subscription renewal and an expanded TIBCO footprint.

Qualified candidates will have a solid JAVA background. Experience in broader web application and web server technologies such as JavaScript, React/Backbone JS, JQuery, AJAX etc is a plus. Prior Jaspersoft experience is a plus. 

 

What You'll Do

  • Trust Building: Develop a trusted technical advisor relationship with clients.
  • Product Knowledge: Act as a thought leader and subject matter/product expert across relevant 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:
    • Planning
      • Delivery of Success Workshops to help understand the business use case with technical capabilities and limitations of the client.
      • Development & delivery of Blueprints for success to aid in the architecture design and deployment.
      • Capacity planning coaching
      • Engagement scoping and planning
      • Provide customer-specific product workshops and introductory training.
      • Installation & upgrade assistance across relevant architectures including Linux, Windows, AWS, Docker, Clustering and Load Balancing.
      • Performance Engagements
        • Troubleshooting and resolving of general performance issues
        • In depth analysis working hand-in-hand with clients to help identify hardware utilization issues
      • Extended Support when technical issues aren’t covered under standard support plans.
  • Collaborate: Promote sharing with internal functional counterparts and collaborates with CSM’s, Support, Engineering and Product Management to assist clients and help influence key feature decisions.
  • Opportunity Upsell: Identifies and communicates up-sell opportunities to CSM 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: Provides engagement status (to include technical issues and risks) to the CSM & client and logs both customer and internal activities.

 

Who You Are

  • 8+ years experience in software development and/or related field.
  • Proven experience in designing, building and supporting Enterprise grade software solutions.
  • Experience with multiple platforms including Windows & Linux.
  • Experience with cloud & containerized deployments (AWS, Docker, etc)
  • Experience with web API development and architecture (REST/Microservices).
  • Object-oriented and web development programming experience in Java, JavaScript and/or other advanced languages and knowledge of open source frameworks (Spring).
  • Experience in relational databases and SQL or PL/SQL.
  • Familiarity with application servers, Spring Frameworks and JSP.
  • Familiarity with versioning, continuous integration/delivery and building tools, such as : 
    • Maven 
    • Ant 
    • Git 
    • Jenkins...
  • Broad awareness of the TIBCO capabilities, services, and products.
  • In-depth knowledge of architecture frameworks and methodologies related to the TIBCO Predict products (Java EE / Spring / Hibernate / JSP / Javascript )
  • Broad knowledge of technology developments and trends.
  • Proactive analytical expertise and problem-solving approach.
  • Statistical modeling and programming languages is desired, such as:
    • Open Source R
    • TERR
    • Python

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

Home Office, TX

United States