Senior Customer Success Consultant
2 weeks ago
Overview
IBM's Industry Consultants play a crucial role in assisting clients as they evolve for the future. Our esteemed team of global consultants is dedicated to enhancing sales, delivering client engagements, and establishing IBM's market prominence. We are in search of a proactive and intellectually curious individual to embrace their next career opportunity.
Key Responsibilities
This role necessitates fluency in Portuguese and English for effective written and verbal communication. We seek a seasoned and enthusiastic professional with significant customer-facing experience in the SaaS sector. As a Senior Customer Success Manager (CSM), you will leverage your expertise to guide our most intricate customers from initial deployment to widespread utilization, addressing the challenges associated with successful adoption and full renewals. Your leadership abilities will be essential in ensuring our clients derive value, not only for renewals but also for expanding their use of the complete Apptio suite of products and solutions. You should be adept at working autonomously across various organizational levels and have experience collaborating with Partners and System Integrators. An understanding of the demands within IT, tech/cloud operations, and finance disciplines, whether through traditional waterfall or scaled agile methodologies, is crucial.
The ideal candidate will thrive in a dynamic SaaS environment and work collaboratively with both technical and non-technical stakeholders. A focus on outcomes and exemplary interpersonal skills are essential.
Responsibilities Include:
- Manage a portfolio of large, intricate customers as a CSM: devise an engagement strategy with urgency by closely collaborating with clients to comprehend and drive use cases; monitor and assess the usage of Apptio applications; identify and respond to adoption risks, both threats and opportunities; develop, agree upon, and coach clients to execute their success plans to meet roadmap targets and defined success metrics.
- Foster robust customer relationships: proactively engage with clients across operational and executive management levels to advocate for the client's Apptio solution, enhancing usage and adoption while emphasizing the current and future value they will realize.
- Act as an Apptio coach and expert: deliver product knowledge and expertise tailored to customer needs; mentor customer teams on best practices, reference examples from your portfolio, and utilize your internal Apptio network to guide and support clients, including executives, in achieving their objectives.
- Collaborate with Customer Success teams: spearhead 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: comprehend the business and technical challenges the Apptio solution addresses for clients; stay informed on the product roadmap and understand the scenarios, features, and functions within each product.
- Program Management: provide comprehensive 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
- Fluency in Portuguese is mandatory (Portuguese/English).
- Educational background ideally in finance, technology, engineering, or a business-related field, with most successful candidates having over 5 years of experience as a CSM or Technical Account Manager in a SaaS organization.
- Demonstrated experience in a B2B SaaS environment achieving operational metrics focused on adoption and renewal, risk mitigation, upsell and expansion, subscription services, and margins.
- Proven track record 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.
- Experience with Agile Methodologies.
- Technical or hands-on implementation experience.
- Experience in positioning or selling software and/or services within the software industry.
- Proven ability to influence and maintain strong customer relationships at all levels.
- A collaborative team player committed to innovating and enhancing the way Apptio serves its clients.
- Exceptional organization, program/project/time management, and communication skills.
- Over 3 years in a management role or leading cross-functional teams.
- Knowledge in one or more of the following areas is advantageous:
- PMP and/or Agile Methodology certification or relevant experience.
- Apptio product knowledge.
- TBMA certification.
- FinOps certification.
- AWS/Azure/GCP practitioner certification.
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