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Introduction

  • As a Customer Success Manager (CSM) for ApptioOne line of products, you will be responsible for ensuring that customers have a successful experience using the products, 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.


Votre rôle et vos responsabilités

  • Develop full understanding of the Apptio suite of products, including:

  • The value proposition and sales messaging

  • Best practices for deployment and maintenance

  • Out of the box reports

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

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

  • Work with the Professional Services team to ensure all customers successfully complete the onboarding process and a seamless transition occurs to the Customer Success Team

  • Understand Customer’s use cases and ensure that those asks are implemented by working closely with Product Managers, Engineering and Support teams.

  • Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the Apptio products.

  • Assist the customer with the creation and ongoing adoption of their TBM Roadmap and supporting Use Cases to drive value from Apptio products.

  • Ensure Customer realizes maximum value by providing required support, product training and business reviews which in turn leads to retention

  • Monitor active customer support tickets, working with the support team as needed to ensure timely resolution and escalate as needed.

  • Collaborate with the Turnkey Admin Services (TAS)/Shared Managed Services delivery team to ensure customer technical outcomes and month end processes are accomplished

  • Become a Platform Health Expert, effectively communicating technical knowledge and Operational Excellence to educate customers on best practice and ensure they maintain a healthy platform

  • 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

Formation requise
Licence
Formation préférée
Licence
Expertise professionnelle et technique requise

  • Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal

  • 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

  • 4-7 years of industry experience

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

Expertise professionnelle et technique préférée

  • Experience within IT Finance and/or Technology departments, including Digital or Agile teams

  • Experience with analytics, data insights and visualization

  • Experience with CRM software and other customer success tools

  • Project Management skills

  • Understanding of Cloud Computing concepts. Hands on experience in AWS / Azure / GCP / OCI would be a plus


À propos de la Business Unit

IBM Software insuffle de l'intelligence dans les opérations métier de base, de l'apprentissage automatique à l'IA générative, afin d'aider les organisations à être plus réactives, plus productives et plus résilientes. IBM Software aide ses clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et du développement durable. La capacité d'utiliser toutes les données est essentielle à cet égard, car l'IA ne vaut que ce que valent les données qui l'alimentent. Dans la plupart des organisations, les données sont réparties entre plusieurs clouds, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM met à l'échelle et accélère l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour entraîner, régler et déployer l'IA dans l'ensemble de l'entreprise. La plateforme cloud hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'opérations dans les environnements hybrides : une base flexible pour exploiter les données, où qu'elles se trouvent, afin d'étendre l'IA au coeur de l'entreprise.

VOTRE VIE CHEZ 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?

À propos d'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.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Autres détails pertinents sur le poste

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