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Senior Customer Success Consultant

2 months ago

San Jose, California, United States IBM Full time
Overview:

IBM's Industry Consultants play a pivotal role in assisting clients as they navigate their transformation journeys. Our global team of consultants is dedicated to enhancing sales, facilitating client engagements, and elevating IBM's standing in the market.

If you possess a forward-thinking mindset and a thirst for knowledge, this position offers an exciting opportunity to advance your career.

Your Role and Responsibilities:

This role necessitates fluency in both Portuguese and English for effective communication.

We seek a seasoned, enthusiastic professional with substantial customer-facing experience in the SaaS sector. As a Senior Customer Success Manager (CSM), you will leverage your expertise to guide our most significant and intricate clients from initial deployment to widespread utilization, managing the associated risks to ensure successful adoption and renewals.

Your leadership capabilities will be essential in ensuring that our clients derive value not only to renew but also to expand their use of the entire suite of Apptio products and solutions.

You should be adept at working autonomously across various organizational levels and have experience collaborating with Partners and System Integrators.

A strong understanding of the demands within IT, tech/cloud operations, and finance disciplines is crucial, whether following traditional waterfall or scaled agile methodologies.

The ideal candidate will thrive in a dynamic SaaS environment and effectively collaborate with both technical and non-technical stakeholders. An outcome-focused approach, along with excellent interpersonal and soft skills, is essential.

Key Responsibilities:
  • Manage a portfolio of large, complex clients: Develop an engagement strategy with urgency by closely collaborating with clients to understand and drive use cases; monitor and track the usage of Apptio applications; identify and respond to adoption risks, both threats and opportunities; establish, agree upon, and coach clients to achieve their success plans, ensuring they meet roadmap targets and defined success metrics.
  • Build strong client relationships: Engage proactively with clients at both operational and executive levels to promote the Apptio solution, enhancing usage and adoption while highlighting the current and future value they can realize.
  • Act as an Apptio expert: Provide product knowledge and expertise tailored to client needs; coach client teams on best practices, share reference examples from your portfolio, and utilize your internal Apptio network to guide and mentor clients, including executives, to achieve their objectives.
  • Collaborate with Customer Success teams: Lead discussions on solution architecture, new capabilities, patches, upgrades, etc., in partnership with Customer Success Advisors, Engineering, Technical Experts, Support, and others.
  • Coordinate with the Account Management Function: Work alongside Account Managers to ensure alignment with the Account Management team's efforts to maximize retention, adoption, and customer satisfaction.
  • Maintain Product Knowledge: Understand the business and technical challenges the Apptio solution addresses for clients; stay updated on the product roadmap and comprehend the scenarios, features, and functions within each product.
  • Program Management: Provide overall program oversight, collaborating with Apptio Product and Engineering teams, Apptio University, Global Deployment, Customer Success Advisors, and Delivery Services to execute high-quality projects and initiatives aligned with agreed outcomes.
Required Qualifications:

Business-fluent in Portuguese is essential (Portuguese/English).

Preferred educational background in finance, technology, engineering, or a business-related field, with successful candidates typically having over 5 years of experience as a CSM or Technical Account Manager in a SaaS organization.

Demonstrated experience in a B2B SaaS environment focused on operational metrics related to adoption and renewal, risk mitigation, upselling, expansion, subscription services, and margins.

Proven track record of managing a demanding portfolio of clients, driving customer value and adoption through use case identification and roadmap execution.

Preferred Qualifications:
  • Experience within IT Finance and/or Technology departments.
  • Familiarity with Public Cloud environments.
  • Experience with Agile Methodologies.
  • Technical hands-on implementation experience.
  • Experience in positioning or selling software and/or services within the software industry.
  • Proven ability to influence and maintain strong client relationships at all levels.
  • Team player with a commitment to innovating and improving customer service.
  • Excellent organizational, program/project/time management, and communication skills.
  • 3+ years in a management role or leading cross-functional teams.
  • Knowledge in one or more of the following areas is a plus: PMP and/or Agile Methodology certification, Apptio product knowledge, TBMA certification, FinOps certification, AWS/Azure/GCP practitioner certification.