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Introduction

As a Lead of Customer Success Manager (CSM) team, for Apptio product, you will be playing a dual role - managing a team of CSMs and managing a portfolio of Customers hands-on.​

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Customer Success Manager (CSM) for Apptio product will be responsible for ensuring that customers have a successful experience using the product. 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

As a Team Lead, your responsibilities will include.​

1. Work allocation and management of day-to-day work of the team ​

2. On-time delivery of services with absolute best quality​

3. Supporting and mentoring of the team​

4. Be first point of escalation for your team members. ​

5. Setting goals, monitoring performance of team members, Quarterly Check-ins and annual appraisals ​

6. Providing necessary support to your reporting manager​

7. Coordination and collaboration with Regional Leads on activities pertaining to your team and share updates on a regular basis.​

As a CSM, your responsivities will include​

8. Own a set of accounts and drive product adoption, renewal and expansion​

9. Be a strategic advisor, establish and build strong customer relationships​

10. Deliver value associated with customer investment in Apptio’s Cloudability Products​

11. Understand Customer’s use cases with respect to FinOps and ensure that those asks are implemented by working closely with Product Managers, Engineering and Support teams.​

12. Ensure Customer realizes maximum value by providing required support, product training and business reviews which in turn leads to retention​

13. 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

Required technical and professional expertise

1. Strong understanding of Cloud Computing concepts and hands on experience in AWS / Azure / GCP / OCI

2. Knowledge of the SaaS industry and software products

3. Excellent communication and relationship-building skills

4. Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings

5. Ability to prioritize and multitask in a fast-paced environment

6. 7-10 years of industry experience

7. 2-3 years of team leading/management experience (10–15 member team)

8. At least a 3-year college degree in associated field.

Preferred technical and professional experience

• Customer Success experience and proactive engagement with Customers​

• Experience in Cloud Cost Optimization / FinOps​

• Experience with CRM software and other customer success tools​

• Project Management skills​