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Introduction
At Apptio, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact. Customer Success is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world-class onboarding, continuous learning, and a supportive culture, Apptio offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference.
Your role and responsibilities
Our Cloud CSMs help customers transform their IT organizations by assisting them in adopting and expanding world-class Cloud Cost Management strategies using Apptio’s cutting-edge suite of Cloud Products and services. Our goal is to make customers wildly successful.
As a Customer Success Manager (CSM) for the Apptio Cloudability product, you 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 day-to-day responsibilities include:
Strategic Advisor:
Partner with clients to understand their unique challenges and design tailored cloud solutions that align with their goals.
Problem Solver:
Tackle complex, multi-dimensional issues and provide expert-level troubleshooting to ensure seamless delivery.
Cloud Innovator:
Embrace and adopt new technologies and tools, staying ahead of trends to provide cutting-edge advice.
Business Translator:
Work closely with business and technical teams to transform requirements into actionable plans that drive immediate value.
Relationship Builder:
Develop and foster strong relationships with stakeholders, from technical teams to executives, ensuring a shared vision of success.
Execution Leader:
Collaborate with teams to deliver organizational, programmatic, and technical strategies that meet the clients’ business objectives.
当社のクラウドCSMは、Apptioの最先端クラウド製品およびサービスを活用し、世界水準のクラウドコスト管理戦略の導入・拡大を支援することで、お客様のIT組織の変革を支援します。私たちの目標は、お客様を圧倒的な成功へ導くことです。
役割と責任
Apptio Cloudability製品のカスタマーサクセスマネージャー（CSM）として、お客様が製品を最大限に活用し、成功体験を得られるよう支援していただきます。継続的なサポートを提供し、製品の利用状況をモニタリングし、アップセルやクロスセルの機会を特定します。担当顧客ポートフォリオにおける主要な窓口として、課題や問い合わせに対応し、製品に対する全体的な満足度向上を推進します。
主な業務内容は以下の通りです。
戦略アドバイザー
お客様の固有の課題を理解し、目標に沿った最適なクラウドソリューションを設計します。
問題解決者
複雑かつ多面的な課題に取り組み、専門的なトラブルシューティングを提供し、円滑なデリバリーを実現します。
クラウドイノベーター
新しい技術やツールを積極的に取り入れ、最新トレンドを踏まえた先進的な提案を行います。
ビジネストランスレーター
ビジネス部門および技術部門と密に連携し、要件を即時価値創出につながる実行可能な計画へと落とし込みます。
リレーションシップビルダー
技術チームから経営層まで、幅広いステークホルダーとの強固な関係を構築し、成功に向けた共通ビジョンを醸成します。
実行リーダー
組織的・プログラム的・技術的戦略を連携チームとともに実行し、顧客のビジネス目標達成を支援します。
Required education
None
Preferred education
None
Required technical and professional expertise
- Solid experience in an enterprise-level B2B customer-facing role with responsibility for problem resolution and customer success.
- High-level knowledge of enterprise IT organizational, business, and technical environments.
- Prior experience in enterprise Software-as-a-Service (SaaS) support or implementation is a plus.
- ITIL or equivalent & project management skills and experience are a plus.
- Excellent communication skills demonstrated by an ability to build relationships and explain complex technical concepts in easy-to-understand terms.
- Strong presentation skills with the ability to communicate effectively over the telephone, via web-based presentations, and in person.
- Strong analytical skills with excellent attention to detail and problem-solving capabilities.
- エンタープライズ向けB2B顧客対応業務において、課題解決およびカスタマーサクセスの責任を担った実務経験
- エンタープライズITの組織構造、ビジネス環境、技術環境に関する高いレベルの理解
- エンタープライズ向けSaaSのサポートまたは導入経験があれば尚可
- ITILまたは同等の資格、ならびにプロジェクトマネジメントの経験があれば尚可
- 高いコミュニケーション能力（関係構築力および複雑な技術概念を分かりやすく説明する能力）
- 電話、Webプレゼンテーション、対面で効果的に情報伝達できる高いプレゼンテーション能力
- 優れた分析力と細部への高い注意力、問題解決能力
Preferred technical and professional experience
- Strong understanding of Cloud Computing concepts and hands on experience in AWS/ Azure / GCP / OCI
- Knowledge of the SaaS industry and software products
- Excellent communication and relationship-building skills
- Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings
- Ability to prioritize and multitask in a fast-paced environment
- 4-7 years of industry experience
- Knowledge of Cloud IT infrastructure concepts and FinOps best practices.
- Certifications from AWS, Azure, GCP, or other cloud platforms are a plus.
- クラウドコンピューティングの概念に関する深い理解およびAWS / Azure / GCP / OCIいずれかでの実務経験
- SaaS業界およびソフトウェア製品に関する知識
- 優れたコミュニケーション能力および関係構築能力
- 個別およびグループ環境で効果的に情報を提示し、顧客の質問に適切に対応できる能力
- 迅速な環境下で優先順位付けとマルチタスクを遂行できる能力
- 4～7年の業界経験
- クラウドITインフラの概念およびFinOpsベストプラクティスに関する知識
- AWS、Azure、GCPなどのクラウド関連資格保有者は尚可