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Senior Customer Success Manager

1 month ago

Raleigh, United States IBM Full time

Introduction IBM’s Industry Consultants are essential to our clients as they work to reinvent themselves for the future. Join our highly visible and highly skilled team of global consultants as we strive to accelerate sales, deliver client engagements, and build IBM’s market eminence. If you are a forward-thinker and a curious intellectual, we welcome you to apply for your next exciting career challenge Your Role and Responsibilities You We are looking for an experienced, passionate individual with extensive customer-facing experience in the SaaS industry. As a Senior (Sr) Customer Success Manager (CSM), you will apply your experience to lead our largest, most complex customers from deployment to broad scale usage, managing the risks associated with successful adoption and full renewals. You will highlight your excellent leadership skills to ensure our customers are finding value to not only renew, but to expand across the entire Apptio suite of products and solutions. You will be comfortable working independently across all levels of an organization and have experience collaborating with Partners and System Integrators. You will have an appreciation of the demands of working within IT, tech/cloud operations, and finance disciplines, following either traditional waterfall or scaled agile methodologies. The successful candidate will be able to adapt to a fast-moving SaaS organization and collaborate with both technical and non-technical stakeholders. The successful candidate should be outcome-focused and demonstrate excellent interpersonal and soft skills. What We Want You To Do 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 executive management positions to promote the client’s Apptio solution, increasing usage and adoption and highlighting the current and future value they have or will realize. Serve as Apptio coach and expert: provide product knowledge and expertise as it relates to customer needs; coach customer team(s) on best practices, reference examples across your portfolio, and leverage your Apptio internal network to guide and mentor customers, including executives, to achieve their goals. Collaborate and partner with Customer Success teams: Lead solution architecture, new capabilities, patches, upgrades, etc., discussions in partnership with Customer Success Advisors, Engineering, Technical Experts, Support, etc. Coordinate with the Account Management Function: working alongside Account Managers (sales) to ensure alignment with the efforts of the Account Management team to maximize retention, adoption, and customer satisfaction. Maintain Product Knowledge: Understand the business and technical problems the Apptio solution addresses for the client; stay current on product roadmap as well as understanding the scenarios, features, and functions within each of the products. 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. Required Technical and Professional Expertise Education, ideally in finance, technology, engineering, or a business-related discipline, with most successful candidates having 5+ years as a CSM or Technical Account Manager role that is executive facing in a SaaS organization. Proven experience in B2B SaaS environment delivering against operational metrics focused on adoption and renewal, risk mitigation, upsell and expansion, subscription services and margins. Proven experience managing a demanding portfolio of customers, driving customer value and adoption through use case elicitation and roadmap execution. Preferred Technical And Professional Expertise Experience within IT Finance and/or Technology departments. Experience in Public Cloud. Experience in Agile Methodologies. Technical / hands-on implementation experience. Experience positioning or selling software and/or services within the software industry. Capable influencer with proven ability to build and maintain strong customer relationships at all levels. Team player who will innovate to continue improving the way Apptio serves its customers. Excellent organization, program/project/time management and communication skills. 3+ years in a management role or leading cross-functional teams. One or more of the following knowledge areas is a plus: PMP and/or Agile Methodology certification or relevant experience. Apptio product knowledge. TBMA certification. FinOps certification. AWS/Azure/GCP practitioner certification. Location Statement 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. Being You @ IBM IBM is committed to creating a diverse environment and 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. #J-18808-Ljbffr