Introduction
[Job Description]You will be an experienced advisor to clients in the operation of software for Enterprise. Must be self-driven with an entrepreneurial spirit and have the passion and energy to work in a fast-paced environment. You must have the experience and confidence to deliver strategy and roadmap presentations to executives. You must also have the technical ability to work directly on solutions to establish and maintain your position as a "trusted advisor" to multiple tiers of customers. Ultimately, the successful candidate will be expected to help customers demonstrate their value by facilitating the use and adoption of the TBM applications they have purchased.
Your Role and Responsibilities
[Business Description]
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- Develop a thorough understanding of Apptio products, including:
Deployment and maintenance best practices
Value proposition and sales messages
Out of the Box reporting
- Work with the Professional Services team to ensure all customers complete the onboarding process.
- Create an onboarding/rollout plan with each customer to expand public awareness of Apptio products.
- Support customer needs across departments.
- Effectively communicate technical knowledge and operational excellence, educate customers on best practices, and ensure a healthy platform is maintained.
- Understand and educate customers on the activities required to maintain the Apptio platform.
- Ensure customers are confident in implementing Apptio throughout their organization.
- Educate customers on new features (platform and applications).
- Monitor active tickets and work with the support team for timely resolution and escalation as needed.
- Ensure customers are able to support the product operationally and review usage metrics to evolve the customer experience within Apptio.
- Encourage customers to leverage the Apptio Community at every opportunity.
- Communicate effectively and collaborate with Apptio's sales team to improve customer outcomes.
- Update appropriate metrics using company-defined tools.
Required Technical and Professional Expertise
- Bachelor's degree or equivalent experience
- 2+ years in a client relationship role managing multiple clients within a portfolio
Preferred Technical and Professional Expertise
- Must have CSM experience
- Willingness to learn technical products.
- Experience working in a SaaS company.
- Energetic and a team player.
- Knowledge of the IT industry and finance.
- Experience in Technology Business Management (TBM) and/or IT finance areas