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Job Summary:

Client Success Managers (CSMs), part of the Professional Services team, are the focal points and trusted business partners to Tibersoft clients. CSMs are responsible for the success of their accounts for the initial implementation, ongoing usage, account upgrades/upsells, derivation of value, and expansion of the Tibersoft footprint within the account, while ensuring account profitability.

Job Description:

Client Success Managers (CSMs), part of the Professional Services team, are the focal points and trusted business partners to Tibersoft clients.  CSMs are responsible for the success of their accounts for the initial implementation, ongoing usage, account upgrades/upsells, derivation of value, and expansion of the Tibersoft footprint within the account, while ensuring account profitability.

Responsibilities

• Develop and maintain a deep understanding of clients’ data and business goals / challenges.
• Develop strong relationships with clients at all levels as a trusted business partner.
• Lead a cross-functional team of Tibersoft and client resources in the effective and timely implementation and post-implementation support of Tibersoft solutions.
• Actively engage with Sales, Engineering, and Product Management to develop services proposals/estimates, project implementation plans, interface and functional requirements, and statements of work.
• Develop project timelines and provide project oversight to ensure all milestones and deadlines are met.  Identify, quantify, and manage project risks throughout a project's lifecycle.
• Proactively communicate with clients to actively manage issues and prevent escalation. 
• Provide analysis and proactive insight delivery to clients.
• Support the creation and maintenance of client dashboards and reports in the Oracle Cloud Analytics (OAC) platform.
• Organize and conduct account health / value reviews both internally at Tibersoft and with clients to ensure they are receiving the maximum benefit from the solution and ROI is realized.  Develop and execute action plans if gaps are identified.
• Act as a primary resource for clients regarding data integrity, which includes investigating and resolving discrepancies and missing data.
• Provide training and assist clients with business process development, striving to ensure that industry best practices are utilized.
• Maintain a high level of knowledge in technology, client implementations, and industry best practices.
• Identify and position new opportunities for revenue generation and expanded usage of Tibersoft solutions.

Qualifications

• Bachelor’s degree with 5+ years of work experience.
• Experience in the food-away-from-home division of a CPG manufacturer is highly desirable.
• Effective communication skills, both oral and written.
• Proven project management skills with demonstrated ability to simultaneously manage multiple deadlines and deliver implementation projects to a successful conclusion.
• Strong customer service orientation.
• Strong analytical skills.
• Comfortable working with large data sets.
• Proven ability to identify potential problems and enable resolution.
• Experience leading complex software implementation projects is highly desirable.
• Comfortable managing multiple deadlines & working in a cross-functional environment.

Worker Type:

Regular

Number of Openings Available:

1