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Introducción

  • 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.

Su función y responsabilidades

  • 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

Educación requerida
Licenciatura
Educación preferida
Licenciatura
Experiencia profesional y técnica requerida

  • 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.

Experiencia técnica y profesional preferida

  • Customer Success experience and proactive engagement with Customers

  • Experience with CRM software and other customer success tools

  • Project Management skills

Acerca de la Unidad de Negocios

IBM Software es la unidad de negocio que infunsiona inteligencia en las operaciones comerciales, desde el aprendizaje automático hasta la IA generativa, para ayudar a que las organizaciones sean más receptivas, productivas y resilientes. IBM Software ayuda a los clientes a poner la IA en acción ahora para crear valor real con confianza, velocidad y confianza en el trabajo digital, la automatización de TI, la modernización de aplicaciones, la seguridad y la sostenibilidad. Para lograrlo, es esencial aprovechar al máximo todos los datos disponibles, ya que la calidad y eficacia de la inteligencia artificial dependen directamente de los datos que la sustentan. En la mayoría de las organizaciones, los datos se distribuyen en múltiples nubes, en las instalaciones, en centros de datos privados y en el borde.La plataforma de datos e inteligencia artificial de IBM potencia y amplifica el impacto de la IA a través de datos confiables, ofreciendo capacidades avanzadas para entrenar, ajustar y desplegar inteligencia artificial a escala empresarial. Por su parte, la plataforma de nube híbrida de IBM se destaca como una de las soluciones más completas y consistentes, integrando desarrollo, seguridad y operaciones en entornos híbridos. Esta base flexible permite aprovechar los datos, sin importar dónde se encuentren, e incorporar la inteligencia artificial de manera profunda y estratégica en toda la organización.

SU VIDA @ 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?

Acerca de 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.

Otros detalles relevantes del empleo

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