Find your next role
Discover amazing opportunities across our network of companies committed to gender equality in the workplace.
IBM
This job is no longer accepting applications
See open jobs at IBM.See open jobs similar to "Senior Customer Success Manager - Apptio (Remote)" WCT-FCT.• 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. You will be evaluated on your ability to ensure your client portfolio achieves optimal health metrics, their value outcomes are maximized, as well as your ability to reduce churn for not only a full renewal in your client base, but also how you drive and support expansion opportunities.
•Develop strong customer relationships: proactively engage with customers across both operational and executive management positions to promote the client’s Apptio solution, increasing usage and adoption and highlighting the current and future value they have or will realize: 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 team(s) on best practices, reference examples across your portfolio, and leverage your Apptio internal network to guide and mentor customer, including executives, to achieve their goals.
•Collaborate and partner with Customer Success teams: Lead solution architecture, new capabilities, patches, upgrades, etc., discussions in partnership with Customer Success Advisors, Engineering, Technical Experts, Support, etc. Ensure that the right solutions are implemented to achieve the client’s agreed upon use case value outcomes, upgrades and patches align to SLA’s, risk and issues are mitigated, communications and interactions are timely, and you are following Apptio best practices.
•Coordinate with the Account Management Function: working alongside Account Managers (sales) 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 for the client; 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
Preferred Technical and Professional Expertise
This job is no longer accepting applications
See open jobs at IBM.See open jobs similar to "Senior Customer Success Manager - Apptio (Remote)" WCT-FCT.