Customer Success Manager

Job Description

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.

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.

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.