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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.

 

  • 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.

  • Work allocation and management of day-to-day work of the team 

  • On-time delivery of services with absolute best quality

  • Supporting and mentoring of the team

  • Be first point of escalation for your team members. 

  • Setting goals, monitoring performance of team members, Quarterly Check-ins and annual appraisals 

  • Providing necessary support to your reporting manager

  • 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

  • Own a set of accounts and drive product adoption, renewal and expansion

  • Be a strategic advisor, establish and build strong customer relationships

  • Deliver value associated with customer investment in Apptio’s Products

  • Understand Customer’s use cases and ensure that those asks 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 in turn leads to retention

  • 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
Preferred education
Bachelor's Degree
Required technical and professional expertise

  • 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

  • 7-10 years of industry experience

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

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

Preferred technical and professional experience

  • Customer Success experience and proactive engagement with Customers

  • Experience with CRM software and other customer success tools

  • Project Management skills

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.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

OTHER RELEVANT JOB DETAILS

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