Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
The Apptio Customer Success Sales Executive is an individual contributor working with Apptio Americas Sales and Account Management to assist closing new subscription deals (software & services) and drive follow-on services revenue opportunities. This role plays an integral part in positioning Apptio's services capabilities as key differentiators in the sales process and scoping the services effort to deliver on the value proposition communicated during the sales cycle. To succeed in this role, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment. They must have the confidence and experience to partner with customers and internal cross functional groups (Sales, Product Management & Marketing) as well as the willingness, energy and aptitude to work independently and part of a broader team.
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What we want you to do:
• Work closely with sales organization during the sales process to understand the business problem we are solving in order to best position Apptio solution and services capabilities.
• As Customer Success Sales opportunity owner, develop scope and effort to deliver solutions identified in the sales cycle that in turn result in profitable and quality services engagements.
• Team-oriented and collaborative within the internal Customer Success Sales team; demonstrate teamwork and a can-do attitude to achieve goals.
• Attend weekly regional sales forecast meetings to support current and future sales activities. Ensure individual services bookings forecast is up to date and accurate.
• Collaborate with other departments to develop content and tools to enable Apptio to price, package and sell standardized services packages the sales force can take to market that deliver high value and position Apptio for long term client success.
• Problem solve and identify solutions for issues specific to each sales deal and escalate as needed.
• Collaborate with global practice and products to help build methodology and best practices for Apptio solutions and services. Participate in lessons learned and feedback loops and demonstrate action for continuous improvement opportunities.
• Act as a subject matter expert in the Customer Success team to strengthen sales acumen across the team.
• Facilitate knowledge transfer sessions between Sales and Customer Success delivery teams during and post sales cycle to ensure delivery team are prepared to engage with customers.
• Collaborate with other departments in the company to achieve customer satisfaction and resolve issues in a timely fashion.
• Consistently demonstrate Apptio's core values.
Required Technical and Professional Expertise
• 5+ years of customer facing enterprise technology services delivery experience, with a demonstrated track record of consistent over-achievement.
• Deep understanding of system implementation or SI consulting experience at a SaaS software company.
• Bachelor degree in Engineering, Computer Science, MIS, Finance or equivalent experience.
Preferred Technical and Professional Expertise
• Experience in aligning services with sales and product functions. Deeply integrated with sales to help grow the deal value and be an enabler for company's growth objectives.
• Experience in scoping and pricing services based on customer value outcomes.
• Knowledge and experience of a complex technology sales processes.
• A proven track record of meeting with senior management and executives as the subject matter expert.
• Articulate the Apptio value proposition to senior business leaders like the CIO or CFO based on a deep understanding of IT operations and management.
• Quickly grasp and convey key financial management concepts that are the core of the Apptio solution.
• Ability to prioritize among competing high-priority demands.
• Experience with SaaS services solutions, business/financial applications, or BI solutions.
• Ability to facilitate client scoping and discovery sessions both remotely and on-site.
• Candidates should have a strong executive presence - intelligent, polished, and articulate.
• Excellent organizational, analytical, and problem solving skills.
• Client-focused attitude - a customer advocate.
• Willingness to travel; travel could be up to 30% to 50%.
Business Domain Focus
• Specific knowledge and application of IT services and financial management including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.
• Operational knowledge of IT infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance.