Strategic Agile Customer Success Advisor - Apptio

Introduction
Apptio, an IBM company, is the leading technology spend and value management software provider. Its AI-powered data insights empower leaders to make smarter financial and operational decisions. A pioneer and category leader in Technology Business Management (TBM) and FinOps, Apptio works with thousands of customers, partners, and community members worldwide. Visit www.apptio.com.

The Strategic Agile Customer Success Advisor (SCSA) at Apptio will be responsible for providing consultative guidance to our most strategic customers to ensure successful adoption and expansion of the Apptio product suite. By developing and maintaining a high level of customer engagement, the SCSA will partner with Account Management and the Customer Success Manager to foster long-term strategic relationships to ensure every customer realize full value from their investment with Apptio.

With deep multi-domain expertise and an understanding of customer challenges and Technology Business Management best practices, SCSAs leverage their strategic leadership and operational capabilities to help customers develop their TBM objectives while driving operational excellence and program governance. SCSAs engage broadly across organizations, focusing on C-Level executives and other IT and Business leaders.

SCSAs are customer-directed specialists solely focused on creating wildly successful customers through large scale programs involving change management, innovation, and developing processes and capabilities that make TBM internally sustainable. For all levels of customer TBM maturity, SCSAs will help to accelerate and mature practices related to TBM which encompasses Business and IT Strategy, IT Operational Management, and IT Financial Performance Management.

Your Role and Responsibilities
Customer Advocate Drive user adoption across the customer organizations by understanding their specific challenges and helping them to operationalize and realize benefit from their deployed TBM solution
Understand and document customer process workflows that apply to TBM and implement strategies that integrate Apptio to those processes
Identify risks to the customer achieving their stated business goals and develop then execute appropriate mitigation plans
Mentor customers’ ability to become “insight hunters” by helping them uncover nuggets of information that will drive measurable value
Co-create a personalized Customer Adoption roadmap that aligns corporate goals, what is possible, key business initiatives, KPI’s, and a practical implementation timeline
Serve as liaison between our customers and various Apptio teams to ensure that needs / requirements critical to customer success are understood and effectively communicated, including gathering customer product feedback to shape product roadmap development
Strategic Consulting Evangelize Technology Business Management (TBM)
Engage regularly with customers via workshops, operational and business reviews to evaluate needs and strategic direction and align with a clear roadmap
Use story-telling to highlight customer value augmented with technical expertise by demonstration in the product
Find, mentor, and develop process owners into TBM Champions
Align customers to the growing TBM market and the standards being developed to support consistency and success in rolling out TBM Processes. Standards such as those vetted and published by the TBM Council (http://tbmcouncil.org)
Provide timely account or executive summary status reports both to customers and Apptio management
Develop and maintain long-term relationships with stakeholders in the account portfolio, where appropriate, by networking between customers, partners, and Apptio
Thought Leadership Develop internal and external facing collateral (content) to: Support customer adoption efforts
Expand the knowledgebase & best practices leveraged by Apptio Teams

Contribute internally to the Customer Success organization by sharing technical / domain knowledge and advancing best practices and advisory skills, including but not limited to: Lead and contribute to internal projects and initiatives
Serve as a Subject Matter Expert (SME) for specific domain or process area
Contribute thought leadership and best practice on how to “Run IT Like a Business”

Required Technical and Professional Expertise 10+ years Program Management, Portfolio Oversight, or Consulting experience
Preferred Technical and Professional Expertise Most successful candidates having 15+ years in Big-4 consulting, or within the IT Finance and/or technology industry as CIOs/SVPs/Directors
Consultative style and ability to communicate technical concepts to people of all backgrounds and skill levels
Ability to turn data into action to make strategic recommendations
Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including C-Level Leaders and Senior Level executives
Excellent organization, program/project management, time management, and communication skills
Ability to lead cross functional business and technical teams to provide timely issue resolution
Strong understanding of business processes and their integration into enterprise applications
Willingness to ‘roll up one’s sleeves’ and assist wherever needed
Team player who will innovate to continue improving the way Apptio serves its customers
Ability to travel up to 75% of the time
Must have working knowledge of several of the following areas: IT Financial Management
Cloud Management
IT Service and Portfolio Management
Asset Management
Vendor and Contract Management
IT Project and Portfolio Management
IT Infrastructure Management
Strategy and Planning
Application Portfolio Management
\\Agile Methodology

Experience with cloud-based/SaaS solution offerings a plus

Business Domain Focus Specific knowledge and application of the Scaled Agile Framework, IT services and financial management including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support
Operational knowledge of IT Portfolio management including traditional and agile delivery methodologies including SAFe, Scrum, and Kanban

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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Location Statement 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 The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. 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. We consider qualified applicants with criminal histories, consistent with applicable law. 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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