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- Technical Support is responsible for maintaining the ongoing technical and operational relations with our customers and respond to any technical requests or challenges (tickets, bugs, etc.) from them.
- Customer Success Mgmt team is responsible for maintaining the business relations with our customers, ensuring they make the most out of the solution they have acquired from us and assisting them in adjusting their solution based on their emerging needs.
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- Establish post-implementation adoption activities such that the overall success of the customer's API initiative can be closely monitored including visibility to the executive sponsors
- Diligently pursue the creation and measurement of value from the API program by the customer
- Serve as a customer advocate in driving industry best practices and the evolution of Mashery product and platform functionality integral to the customer's success
- Facilitate the development of a vertical industry community of like Mashery customers and/or geographically grouped customers, routinely sharing best practices and leveraging lessons learned
- Identify expansion opportunities for each customer to further the value the API program enables them
- Assist the customer in understanding the breadth and depth of solutions and services the different Mashery teams and solutions can enable them and coordinate the commercial and operational structures for the customer to obtain those.
- Ensure the commercial relations between the customers and Mashery are maintained at a win-win fashion including timely contract renewals and compliance.
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Customer Success Manager - Palo Alto, United States - TIBCO Software
Description
Platform Services is the team that is responsible for executing projects on behalf of customers: implementation, integrations, customizations, upgrades, etcTechnical Support is responsible for maintaining the ongoing technical and operational relations with our customers and respond to any technical requests or challenges (tickets, bugs, etc.) from them
Customer Success Mgmt team is responsible for maintaining the business relations with our customers, ensuring they make the most out of the solution they have acquired from us and assisting them in adjusting their solution based on their emerging needs
As Customer Success Manager you will be the key point of contact between Mashery and our customers, working to help them maximize the value they derive from the Mashery solutions they purchased from us, further understand their emerging needs and help them align their programs with best practices and key success factors
Develop a trusted-advisor relationship with customer executive sponsors such that all Mashery activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Mashery solution to be realized
Establish post-implementation adoption activities such that the overall success of the customer's API initiative can be closely monitored including visibility to the executive sponsors
Diligently pursue the creation and measurement of value from the API program by the customer
Serve as a customer advocate in driving industry best practices and the evolution of Mashery product and platform functionality integral to the customer's success
Facilitate the development of a vertical industry community of like Mashery customers and/or geographically grouped customers, routinely sharing best practices and leveraging lessons learned
Identify expansion opportunities for each customer to further the value the API program enables them
Assist the customer in understanding the breadth and depth of solutions and services the different Mashery teams and solutions can enable them and coordinate the commercial and operational structures for the customer to obtain those
Ensure the commercial relations between the customers and Mashery are maintained at a win-win fashion including timely contract renewals and compliance
Estimated Salary:
$20 to $28 per hour based on qualifications
Responsibilities
Platform Services is the team that is responsible for executing projects on behalf of customers: implementation, integrations, customizations, upgrades, etc
Technical Support is responsible for maintaining the ongoing technical and operational relations with our customers and respond to any technical requests or challenges (tickets, bugs, etc.) from them
Customer Success Mgmt team is responsible for maintaining the business relations with our customers, ensuring they make the most out of the solution they have acquired from us and assisting them in adjusting their solution based on their emerging needs
As Customer Success Manager you will be the key point of contact between Mashery and our customers, working to help them maximize the value they derive from the Mashery solutions they purchased from us, further understand their emerging needs and help them align their programs with best practices and key success factors
Develop a trusted-advisor relationship with customer executive sponsors such that all Mashery activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Mashery solution to be realized
Establish post-implementation adoption activities such that the overall success of the customer's API initiative can be closely monitored including visibility to the executive sponsors
Diligently pursue the creation and measurement of value from the API program by the customer
Serve as a customer advocate in driving industry best practices and the evolution of Mashery product and platform functionality integral to the customer's success
Facilitate the development of a vertical industry community of like Mashery customers and/or geographically grouped customers, routinely sharing best practices and leveraging lessons learned
Identify expansion opportunities for each customer to further the value the API program enables them
Assist the customer in understanding the breadth and depth of solutions and services the different Mashery teams and solutions can enable them and coordinate the commercial and operational structures for the customer to obtain those
Ensure the commercial relations between the customers and Mashery are maintained at a win-win fashion including timely contract renewals and compliance
Benefits
Estimated Salary:
$20 to $28 per hour based on qualifications
For Seven years Mashery has had a front row seat to the exploding Web API movement. With over 150 brands, hundreds of APIs, 160,000
developers, and over 80,000 active applications running on Mashery-powered APIs, we are the market leader in providing API management technology and services.
Our client portfolio spans across multiple industries. We have real customers, real revenue, and a very real...product, all developed by a talented and passionate team at one of the 'Best Places to Work in the Bay Area.
'Why Join our Team?
Voted as one of the best companies to work for in Bay Area, we're passionate, we're leaders, and we're changing the way companies do business.
Join an innovative team with a proven customer base, a great product, a team that works hard yet still finds time for some fun.
The Customer Success Team:
We at Mashery are truly committed to the success of our customers. To that end, we have developed a team of professionals who are tasked with making that happen.
We're looking for a talented professional to help our growing list of marquee customers be successful with their Mashery-managed API Programs.
The CS team is comprised of three sub-teams:
The Customer Success Manager Role:
As Customer Success Manager you will be the key point of contact between Mashery and our customers, working to help them maximize the value they derive from the Mashery solutions they purchased from us, further understand their emerging needs and help them align their programs with best practices and key success factors.
You should feel comfortable with both the professional services execution world and the SaaS sales and commercial one as you will work with program managers on one hand and C level executives on the other.
You should be able to articulate value, inspire and sell the future and potential of API management as SaaS, understand customer challenges and opportunities and solicit requirements from customers that our solutions can help address.
Estimated Salary:
$20 to $28 per hour based on qualifications
Company information
TIBCO Software, a Business Unit of Cloud Software Group, 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 is now part of Cloud Software Group.
To see career and people content, visit Cloud Software Group's LinkedIn page:Software, Information Technology, Cloud Computing, Computer Software, Computer Networking, Information Technology & Services, Computer & Network Security, Data Integration, Business Process Management
Privately Held
Company Specialties:
EAI, SOA, BPM, CEP, BI, ESB, Cloud, analytics, integration, data management , data virtualization, and streaming analytics
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