We are looking for an organized, passionate individual with extensive customer-facing experience. As an experienced professional in the SaaS industry as a Customer Success Manager (CSM), you will bring your experience leading our largest, most complex customers from deployment to broad scale usage, managing the risks associated with successful adoption. You will be comfortable working independently across all levels within an organization, and have experience working with Partners and System Integrators, along with an appreciation of the demands of working within IT, tech operations or finance disciplines in an agile framework.

The successful candidate will be able to adapt to a fast-moving organization and collaborate with technical and non-technical stakeholders. The successful candidate should be outcome-focused and demonstrate excellent interpersonal and soft skills.

Us:

The team plays a wide variety of roles engaging various internal organizations to provide an outstanding customer experience. Our strength lies in our ability to collaborate; we challenge and encourage each other to think outside the box and come up with new ideas to improve the overall customer experience.

As a growing and evolving organization, Apptio is looking for someone who is able to bring experience, grit, and creativity in equal measure to drive success in the region.

Your role and responsibilities

What we want you to do:

Maintain a portfolio of strategic customers as a CSM focusing on an Agile Solution set: 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.
Develop strong customer relationships: proactively engage with customers across both operational and management positions to promote their Apptio solution and showcase value back to them; 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 Product coach and expert of Agile Solutions: provide product knowledge and expertise as it relates to customer needs; coach customer teams on best practices, reference examples across your portfolio, and leverage your Apptio internal network to guide and mentor customer to achieve their goals.
Collaborate and partner with Customer Success teams: Lead solution architecture, new capabilities, patches and upgrades, etc. discussions in partnership with Customer Success Advisors, Engineering, technical experts, etc. Ensure that the right solutions get implemented, upgrades and patches are timely, following Apptio best practices.
Coordinate with the Account Management Function: working alongside Account Managers 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 Expertise: Understand the business and technical problems the Apptio solution addresses; 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 education

Bachelor's Degree

Required technical and professional expertise

Candidates must have a B.A. or B.S., ideally in finance, technology, engineering, or a business-related discipline
Experience as a CSM or Technical Account Manager role in a SaaS organization
Proven experience in B2B SaaS environment delivering against operational metrics focused on adoption and renewal, upsell and expansion, subscription services and margins
Proven experience managing a demanding portfolio of customers, driving customer value and adoption through use case elicitation and roadmap execution
Expertise on how enterprises work within an Agile Framework

Preferred technical and professional experience

Experience within IT Finance, Technology and/or PMO departments
Experience in Agile Methodologies
Technical / hands-on implementation experience
Experience positioning or selling software and/or services within software industry
Capable influencer with proven ability to build and maintain strong customer relationships at all levels
Team player who will innovate to continue improving the way Apptio serves its customers
Excellent organization, program/project/time management and communication skills
One or more of the following knowledge areas is a plus:
- PMP and/or Agile Methodology certification or relevant experience
- Apptio product knowledge
- TBMA certification
- FinOps certification
- AWS/Azure/ GCP practitioner certification

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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Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

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ABOUT IBM

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Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

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OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

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