Customer Success Manager

**Customer Success Manager**:

- Rome, Italy**

**Position Overview**

TIBCO recognizes that our ongoing success and growth are 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 Rome, you will advise and guide a variety of customers ensuring they maximize the value they derive from their TIBCO solutions, gain an understanding of 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.

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

**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
- Advocate for customers internally to ensure utmost customer satisfaction
- Manage a book of enterprise accounts
- Assist team with executing growth and optimization strategies for our customers
- Ensure execution of customer journey touchpoints via Value Realization activities
- Collaborate with cross-functional teams to ensure visibility and alignment
- Oversee escalations for assigned accounts and team’s accounts
- Work with Product teams to prioritize customer features and requests

**Who You Are**:

- 3-5 years’ experience in customer success, project management and/or account management in professional services or software vendor environment
- Technical Background, possibly in integration and/or analytics field
- Experience in Utilities, Retail & Telco is highly preferred
- Flexible and happy to work in a continuously evolving and challenging environment
- Used to work under pressure to achieve challenging objectives
- Experience in pre-sales and/or professional services is 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.
- Ability to develop a strong understanding of TIBCO Portfolio offerings, market dynamics, and industry trends.
- Experience managing all phases of the Sales lifecycle, working with technical products and facilitating between technical and business teams
- BA/BS degree required

**_
Applications and CVs MUST be in English._