Customer Success Manager

The successful candidate will be able to adapt to a fast-moving organization and collaborate with technical and non-technical stakeholders. The successful candidate should be outcome-focused and demonstrate excellent interpersonal and soft skills.

The team plays a wide variety of roles engaging various internal organizations to provide an outstanding customer experience. Our strength lies in our ability to collaborate; we challenge and encourage each other to think outside the box and come up with new ideas to improve the overall customer experience.

• Maintain a portfolio of large complex customers as a CSM: create an engagement strategy with a sense of urgency by working closely with customers to understand and drive use cases; monitor and track usage of Apptio applications; identify and react to adoption risk both in terms of threats and opportunities; build agree then coach customers to deliver against their success plans to ensure achievement of roadmap targets and defined success metrics.
• Develop strong customer relationships: proactively engage with customers across both operational and management positions to promote their Apptio solution and showcase value back to them; understand the customer business and empathize with their circumstances in order to build a relationship as a trusted advisor and foster deep trust.
• Serve as Apptio coach and expert: provide product knowledge and expertise as it relates to customer needs; coach customer TBM team on best practices reference examples across your portfolio and leverage your Apptio internal network to guide and mentor customer to achieve their goals.
• Collaborate and partner with Customer Success teams: Lead solution architecture new capabilities patches and upgrades etc. discussions in partnership with Customer Success Advisors Engineering technical experts etc. Ensure that the right solutions get implemented upgrades and patches are timely following Apptio best practices.
• Coordinate with the Account Management Function: working alongside Account Managers to ensure alignment with the efforts of the Account Management team to maximize retention adoption and customer satisfaction; periodically engage directly in the sales process specifically within existing accounts.
• Maintain Product Knowledge: Understand the business and technical problems the Apptio solution addresses; stay current on product roadmap as well as understanding the scenarios features and functions within each of the products and how these are applied to address business and technical problems; collaborate with product management and development functions to channel client feedback and enhancements as appropriate.
• Program Management: Provide overall program oversight working in partnership with Apptio Product and Engineering teams Apptio University Global Deployment Customer Success Advisors and Delivery Services to execute high-quality projects and initiatives aligned to agreed outcomes. Provide mentorship to Apptio customers which includes product and operational best practices rollout Month End Close Practice as well as other client processes best supported with the Apptio solution. Act as the escalation point for the team working to communicate and resolve issues related to value realization. Support the completion of project deliverables by assisting with sponsor / executive coordination within the customer process invocation / alignment and value conversations.