Introduction
At IBM, we know that transformation drives change, and it is in our DNA to continuously transform. Our Business Transformation Consultants (m/f/x) help drive large scale change that spans IBM business units and geographies.
Your Role and Responsibilities
This position is an integral role at Apptio (an IBM company) impacting the long-term success of the customer relationship. By developing and maintaining a high level of customer engagement, the Strategy Advisor (m/f/x) will partner with Account Management & Customer Success to ensure every customer realizes full value from their investment with Apptio.
With deep multi-domain expertise and an understanding of customer challenges and Technology Business Management (TBM) best practices, Strategy Advisors leverage their strategic leadership and operational capabilities to help customers develop their TBM objectives while driving operational excellence and program governance. Strategy Advisors are accountable for driving customer adoption and success across a portfolio of customers by engaging broadly across the organizations, from C-Level executives through operational staff, focusing in particular on those in the TBM Office.
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You bring:
Leadership & Influence
- Self-starter with the ability to build a network within Apptio and your assigned portfolio of customers
- Demonstrate ability to communicate, present and influence credibly and effectively at all levels of a customer's technology organization
- Motivate, inspire, and coordinate a multidisciplinary internal Apptio team to solve customer challenges without direct management responsibility
- Employ strong teamwork, facilitation, and soft skills such as listening and empathy
Strategic Consulting
- Credible and effective C-level advisor/coach, especially with regards to the TBM discipline
- Experience with Organizational Change Management (OCM), Transformation Programs, and IT Governance
- Consultative approach, including the ability to translate customer needs into TBM outcomes
- Well versed within the fields of Organizational Efficiency and Operational Excellence
Innovation & thinking outside the box
- Capable of translating business initiatives and challenges into actionable roadmap and solutions
- Creatively solve problems with limited input and resources in a fast-paced, high-pressure environment
- Inquisitive mind and passion for learning about customers, industries and new approaches to doing things
- Always learning about IT industry drivers, trends and technologies
Advisory
- Evangelize Technology Business Management (TBM) and its three subdomains:
- Technology Financial Management (TFM)
- Cloud Financial Management (FinOps)
- Strategic Portfolio Management (Lean, Agile & DevOps)
- Engage regularly with customers via workshops, operational and business reviews to evaluate needs and strategic direction and align with a clear roadmap
- Find, mentor and develop process owners into TBM Champions
- Develop and maintain long-term relationships with stakeholders in the account portfolio
- Drive user adoption across the customer organizations
- Understand and document customer process workflows that apply to TBM and implement strategies that integrate Apptio to those processes
- Identify risks to the customer achieving their stated business goals and develop, then execute, appropriate mitigation plans
- Mentor customers' ability to become "insight hunters" by helping them uncover nuggets of information
- Serve as liaison between our customers and various Apptio teams
- Develop internal and external facing collateral to:
- Support customer adoption efforts
- Expand the knowledgebase & best practices leveraged by Apptio Teams
- Contribute internally to the Customer Success organization by sharing domain knowledge and advancing best practices and advisory skills
- Support the completion of project deliverables by assisting with coordination within the customer, process invocation / alignment and value conversations
- Establish and maintain relationships with ecosystem of implementation partners
- Drive key adoption metrics in line with company targets across your portfolio
- Working with Account Management & Customer Success Managers to drive customer renewals
Required Technical and Professional Expertise
• Fluent in English and German
• 5+ years of work experiences in a customer facing relationship role managing multiple clients in portfolio
• Ability to build and maintain strong relationships with a diverse set of internal and external constituencies, including C-Level Leaders
• Strong understanding of business processes and their integration into enterprise applications
• Ability to quickly grasp and distinctly explain technological and business concepts
• Team player who will innovate to continue improving the way Apptio serves its customers
• Ability to travel to visit customers
• Ideally working knowledge of IT Financial Management
Preferred Technical and Professional Expertise
- Experience in Big-4 consulting, or within the IT Finance and/or Technology industry
- B.A. or B.S., ideally in a Technology, Finance or Business-related discipline, or equivalent work experience
- Working knowledge of some of the following areas:
- IT Service Management
- Strategic Portfolio Management
- IT Governance, Strategy and Planning
- IT Financial Management