CUSTOMER SUCCESS MANAGER - APPTIO
Company: IBM Computing
Location: San Jose
Posted on: October 19, 2024
Job Description:
IBM Customer Success Manager - Apptio in San Jose,
CaliforniaIntroduction
Skills, Experience, Qualifications, If you have the right match for
this opportunity, then make sure to apply today.
IBM's Industry Consultants are essential to our clients as they
work to reinvent themselves for the future. Join our highly visible
and highly skilled team of global consultants as we strive to
accelerate sales, deliver client engagements, and build IBM's
market eminence. If you are a forward-thinker and a curious
intellectual, we welcome you to apply for your next exciting career
challenge!Your Role and ResponsibilitiesYou:We are looking for an
organized, passionate individual with extensive customer-facing
experience. As an experienced professional in the SaaS industry as
a Customer Success Manager (CSM), you will bring your experience
leading our largest, most complex customers from deployment to
broad scale usage, managing the risks associated with successful
adoption. You will be comfortable working independently across all
levels within an organization and have experience working with
Partners and System Integrators, along with an appreciation of the
demands of working within IT, tech operations, or finance
disciplines.The successful candidate will be able to adapt to a
fast-moving organization and collaborate with technical and
non-technical stakeholders. The successful candidate should be
outcome-focused and demonstrate excellent interpersonal and soft
skills.What you'll do:
- Maintain a portfolio of large, complex customers as a CSM:
create an engagement strategy with a sense of urgency by working
closely with customers to understand and drive use cases; monitor
and track usage of Apptio applications; identify and react to
adoption risk, both in terms of threats and opportunities; build,
agree, then coach customers to deliver against their success plans
to ensure achievement of roadmap targets and defined success
metrics.
- Develop strong customer relationships: proactively engage with
customers across both operational and management positions to
promote their Apptio solution and showcase value back to them;
understand the customer business and empathize with their
circumstances in order to build a relationship as a trusted advisor
and foster deep trust.
- Serve as Apptio coach and expert: provide product knowledge and
expertise as it relates to customer needs; coach customer TBM team
on best practices, reference examples across your portfolio, and
leverage your Apptio internal network to guide and mentor customer
to achieve their goals.
- Collaborate and partner with Customer Success teams: lead
solution architecture, new capabilities, patches and upgrades
discussions in partnership with Customer Success Advisors,
Engineering, technical experts, etc. Ensure that the right
solutions get implemented, upgrades and patches are timely,
following Apptio best practices.
- Coordinate with the Account Management Function: working
alongside Account Managers to ensure alignment with the efforts of
the Account Management team to maximize retention, adoption, and
customer satisfaction; periodically engage directly in the sales
process, specifically within existing accounts.
- Maintain Product Knowledge: understand the business and
technical problems the Apptio solution addresses; stay current on
product roadmap as well as understanding the scenarios, features,
and functions within each of the products and how these are applied
to address business and technical problems; collaborate with
product management and development functions to channel client
feedback and enhancements as appropriate.
- Program Management: provide overall program oversight, working
in partnership with Apptio Product and Engineering teams, Apptio
University, Global Deployment, Customer Success Advisors, and
Delivery Services to execute high-quality projects and initiatives
aligned to agreed outcomes. Provide mentorship to Apptio customers
which includes product and operational best practices, rollout,
Month End Close Practice as well as other client processes best
supported with the Apptio solution. Act as the escalation point for
the team, working to communicate and resolve issues related to
value realization. Support the completion of project deliverables
by assisting with sponsor/executive coordination within the
customer, process invocation/alignment and value
conversations.Required Technical and Professional Expertise
- Candidates must have an education ideally in finance,
technology, engineering, or a business-related discipline, with
most successful candidates having 2+ years as a CSM or Technical
Account Manager role in a SaaS organization.
- Proven experience in B2B SaaS environment delivering against
operational metrics focused on adoption and renewal, upsell and
expansion, subscription services and margins.
- Proven experience managing a demanding portfolio of customers,
driving customer value and adoption through use case elicitation
and roadmap execution.Preferred Technical and Professional
Expertise
- Experience within IT Finance and/or Technology
departments.
- Experience in Public Cloud.
- Experience in Agile Methodologies.
- Technical/hands-on implementation experience.
- Experience positioning or selling software and/or services
within the software industry.
- Capable influencer with proven ability to build and maintain
strong customer relationships at all levels.
- Team player who will innovate to continue improving the way
Apptio serves its customers.
- Excellent organization, program/project/time management and
communication skills.One or more of the following knowledge areas
is a plus:
- PMP and/or Agile Methodology certification or relevant
experience.
- TBMA certification.
- FinOps certification.About IBMIBM's greatest invention is the
IBMer. We believe that through the application of intelligence,
reason, and science, we can improve business, society, and the
human condition, bringing the power of an open hybrid cloud and AI
strategy to life for our clients and partners around the
world.Restlessly reinventing since 1911, we are not only one of the
largest corporate organizations in the world, we're also one of the
biggest technology and consulting employers, with many of the
Fortune 50 companies relying on the IBM Cloud to run their
business.At IBM, we pride ourselves on being an early adopter of
artificial intelligence, quantum computing, and blockchain. Now
it's time for you to join us on our journey to being a responsible
technology innovator and a force for good in the world.
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Keywords: IBM Computing, Concord , CUSTOMER SUCCESS MANAGER - APPTIO, Executive , San Jose, California
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