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はじめに

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into industry-leading solutions.

We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world’s leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive. 

役割と責任

The Senior Strategic Customer Success Advisor will be responsible for providing consultative guidance to our most strategic customers to ensure successful adoption and expansion of the IBM Apptio product suite. In this role you will partner with Account Management (sales), the Customer Success Manager and other partners assigned to the account to foster long-term strategic relationships to ensure every customer realizes full value from their investment with IBM Apptio.

 With deep multi-domain expertise and an understanding of customer challenges, Advisors leverage their strategic leadership and operational capabilities to help customers develop their Technology Business Management (TBM), Agile and/or FinOps objectives while driving operational excellence and program governance. 

 In this role you will be responsible for the following:  

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 IBM Apptio solution.

•Understand and document customer process workflows that apply to TBM/Cloud/Agile domains and implement strategies that integrate IBM Apptio solutions to those processes.

•Identify risks to the customer achieving their stated business goals and develop, then execute, appropriate mitigation plans with the entire IBM Apptio internal team assigned to the account.

•Mentor customers’ ability to become “insight hunters” by helping them realize measurable value by implementing use cases aligned to their corporate objectives and organizational focus.

•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 IBM 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:

•Build the relationship and develop the trust of your client’s executives to function as their strategic advisor.

•Evangelize Technology Business Management (TBM), Agile Portfolio and FinOps practices.

•Engage regularly with customers via workshops, operational and business reviews to evaluate needs and strategic direction and align with a clear roadmap.

•Business reviews with executives should be quarterly and status reports with operational teams should be held bi-weekly/monthly.

•Use of storytelling to highlight customer value augmented with technical expertise by demonstration in the IBM Apptio suite of products 

•Find, mentor, and develop process owners into TBM, Agile Portfolio and FinOps Champions.

•Align customers to the growing TBM, and FinOps markets and the standards being developed to support consistency and success in rolling out TBM, and FinOps processes. 

•Provide timely account or executive summary status reports both to customers and IBM Apptio Executives.

•Develop and maintain long-term relationships with stakeholders in the account portfolio, where appropriate, by networking between customers, partners, and IBM Apptio.

Thought Leadership:

Develop internal and external facing collateral (content) to:

•Support customer adoption efforts.

•Lead Customer User Groups.

•Present at TBM /FinOps Conferences.

•Contribute the community with blogs, whitepapers, etc.

•Teach the FinOps and/or TBM Exec cert courses.

•Expand the knowledge base & best practices leveraged by IBM 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 practices. 
必要とされる学歴
学士号
望ましい学歴
修士号
必要な専門的および技術的知識
•Have a minimum of 10+ years’ experience of Program Management, Portfolio oversight, or Consulting experience that was customer executive facing experience with cloud-based/SaaS solution offerings. •Specific knowledge and application of cloud, public cloud, technology services, and financial management including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application/ infrastructure/services/product support. •Operational knowledge of IT Portfolio management including traditional (waterfall) and agile delivery (SAFe, Scrum, Kanban). •Have a Inquisitive mind and passion for learning about customers, industries, and innovative approaches to doing things •Strong self-starter with the ability to build a network within IBM Apptio as well as with the Executives in the assigned portfolio of customers. •Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of a customer's organization. •Motivate and inspire a multidisciplinary internal IBM Apptio team to solve customer challenges. •Creatively solve problems with limited input and resources in a fast-paced, high-pressure environment. •Strong teamwork and facilitation, and soft skills such as listening and empathy. •Working knowledge of Technology delivery frameworks and methodologies (i.e., ITIL, Waterfall, Agile etc.)  •Working knowledge of FinOps and public cloud (i.e., AWS, Azure, Google) •Operational knowledge of Portfolio management (i.e., SAFe, Scrum, and Kanban) •Consultative approach, including the ability to translate customer needs into a roadmap, aligning use cases to defined value outcomes and client agreed metrics •Experience with implementing and supporting enterprise solutions (CRM, ERP, CMDB etc.) •Experience with IBM Apptio product knowledge with ability to quickly learn and demonstrate product capabilities in response to customer request and opportunities.
歓迎する専門的および技術的経験
•Have a minimum of 15+ years of experience in Big-4 consulting, or within the IT Finance, Cloud and/or Technology industry as CIOs/SVPs/Directors. •Consultative experience and excellent presentation skills. •Experience in the IBM Apptio Suite of products (Cloudability, Turbonomics, Costing and Planning, Target Process) •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. •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. •Team player who will innovate to continue improving the way IBM Apptio serves its customers. •Ability to travel up to 25% of the time •Must have working knowledge in several of the following areas: •IT Financial Management •Cloud Management •IT Service and Portfolio Management •Asset Management •Vendor and Contract Management •Technology Project and Portfolio Management •IT Infrastructure Management •Strategy and Planning •Application Portfolio Management Agile Methodology

事業部門について

IBMソフトウェアは、機械学習から生成AIまで、中核ビジネス運営にインテリジェンスを組み込み、組織がより即応的、生産的、およびレジリエントになれるように支援します。 IBMソフトウェアは、お客様がAIを今すぐ活用して、デジタルレイバー、IT自動化、アプリケーションのモダナイゼーション、セキュリティー、サステナビリティーにわたり、信頼性とスピードを兼ね備えた上で確信の持てる、真の価値を創造できるように支援します。 AIの有効性は、その基となるデータの有効性と同等になるため、ここで重要となるのは、すべてのデータを活用可能にすることです。 ほとんどの組織では、データが複数のクラウド、オンプレミス、プライベート・データセンター、エッジに分散しています。 IBMのAIおよびデータのプラットフォームは、信頼できるデータでAIの効果を拡張および加速し、ビジネス全体にAIのトレーニング、調整、導入を行うための先進の機能を提供します。 IBMのハイブリッドクラウド・プラットフォームは、ハイブリッド環境全体で開発、セキュリティー、運用を行うための最も包括的で一貫性のあるアプローチのひとつです。柔軟なファウンデーションとして、データを場所を問わず活用できるようにするため、AIを拡張してビジネスに深く浸透させることが可能になります。

あなたの人生 @ 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?

IBM について

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.

その他の関連する職務の詳細

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


We consider qualified applicants with criminal histories, consistent with applicable law.


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.

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.

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.