Customer Success Manager

Introduction

• As a Customer Success Manager (CSM) for ApptioOne line of products, you will be responsible for ensuring that customers have a successful experience using the products, provide ongoing support to customers, monitor their usage of the product, and identify opportunities for upselling or cross-selling. Serve as the primary point of contact for a portfolio of customers, handling any issues or questions they may have and working to ensure their overall satisfaction with the product.

Your role and responsibilities

• Develop full understanding of the Apptio suite of products, including:
• The value proposition and sales messaging
• Best practices for deployment and maintenance
• Out of the box reports
• Own a set of accounts and drive product adoption, renewal and expansion
• Be a strategic advisor, establish and build strong customer relationships
• Work with the Professional Services team to ensure all customers successfully complete the onboarding process and a seamless transition occurs to the Customer Success Team
• Understand Customer's use cases and ensure that those asks are implemented by working closely with Product Managers, Engineering and Support teams.
• Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the Apptio products.
• Assist the customer with the creation and ongoing adoption of their TBM Roadmap and supporting Use Cases to drive value from Apptio products.
• Ensure Customer realizes maximum value by providing required support, product training and business reviews which in turn leads to retention
• Monitor active customer support tickets, working with the support team as needed to ensure timely resolution and escalate as needed.
• Collaborate with the Turnkey Admin Services (TAS)/Shared Managed Services delivery team to ensure customer technical outcomes and month end processes are accomplished
• Become a Platform Health Expert, effectively communicating technical knowledge and Operational Excellence to educate customers on best practice and ensure they maintain a healthy platform
• Conduct regular cadence with the Customer and update them regarding the new features/releases of Apptio Products and helping them understand what value they bring to the table

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal
• Excellent communication and relationship-building skills
• Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings
• Ability to prioritize and multitask in a fast-paced environment
• 4-7 years of industry experience
• At least a 3-year college degree in associated field.

Preferred technical and professional experience

• Experience within IT Finance and/or Technology departments, including Digital or Agile teams
• Experience with analytics, data insights and visualization
• Experience with CRM software and other customer success tools
• Project Management skills
• Understanding of Cloud Computing concepts. Hands on experience in AWS / Azure / GCP / OCI would be a plus

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

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