Customer Success Manager

Introduction

As a Customer Success Manager – Account Specialist, your mission is to collaboratively lead the way for the deployment and adoption of IBM’s solutions within large, complex accounts. Highly organized, with a natural flare for spotting growth opportunities, you’ll identify and secure projects, whilst orchestrating the necessary resources for their successful deployment.

Your Role and Responsibilities

Own a set of accounts and drive product adoption, renewal, and expansion; be a strategic advisor and establish and build strong customer relationships.
Deliver value associated with customer investment in Apptio’s Cloudability Products.
Understand customer use cases with respect to FinOps and ensure that those requests are implemented by working closely with product managers, engineering, and support teams.
Ensure Customer realizes maximum value by providing required support, product training, and business reviews, which leads to retention.
Conduct regular cadence with the Customer and update them regarding the new features/releases of Apptio Products and help them understand what value they bring to the table.
If you have the passion and energy to work in an entrepreneurial and fast-paced environment, you are the person we are looking for.

Customer Success Manager

Required Technical and Professional Expertise

Overall, 5 – 7 years of industry experience.
Good knowledge of Cloud (AWS Practioner Level).
Team player with solid communication and presentation skills.
Assist in gathering functional and business requirements from the client and translating them into a functional hosted solution design that met customer needs, provided maximum solution value, and was within the scope of Apptio products/services.
Configure, test, and document Apptio dashboards and underlying data models to meet functional specifications.
Work closely with other analysts and consultants in the organization to leverage skill sets and meet deliverable deadlines.
Provide customers with end-user training as needed.
Collaborate with other departments to ensure customer satisfaction and resolve issues promptly.
Work with the product management and development organization to channel client feedback into future releases of the Apptio product suite.
Work with content management to consolidate customer commonalities into best practices and product templates.

Customer Success Manager

Preferred Technical and Professional Expertise

Self starter able to come up to speed on complex, difficult concepts with minimal assistance.
Ability to breakdown complex information into simple solution requirements.
Strong to expert skills in data analysis.
Knowledge of enterprise IT organizational, business, and technical environments.
Strong English written/ oral skills.
General understanding of basic financial concepts such as general ledger, budget, forecast and cost.
General understanding of IT infrastructure concepts such as server, storage, virtualization and software applications.
Experience with Apptio tool and certification.
Skilled at working with large data sets, quickly detecting and resolving data-related issues.