Premier Customer Success Manager

Introduction
Apptio, an IBM company, is the leading technology spend and value management software provider. Its AI-powered data insights empower leaders to make smarter financial and operational decisions. A pioneer and category leader in Technology Business Management (TBM) and FinOps, Apptio works with thousands of customers, partners, and community members worldwide. Visit www.apptio.com.

You:
The Apptio Customer Success Premier Technical Services team (Premier) will be assigned to accounts that have purchased annualized technical services. They will function as the customer’s technical advisor to provide Apptio solution guidance, technical best practices, and highlight the art of the possible for expansion of Apptio’s product suite. The Premier resource is tasked with becoming a technical expert on our core ApptioOne platform to help our customers implement use cases and derive measurable value. The Premier resource will have the opportunity to cross train and expand their technical skillset over the entire Apptio product suite. The Premier resource will be measured on both client and premier services renewal rates within their portfolio.
The Premier resource is expected to maintain post sales customer relationships and work closely with the entire Apptio Account team, including the CSM, Sales team, Support, and other team members as assigned. The Premier acts as a trusted advisor to the customer by providing them guidance, actively sharing best practices, providing model and technical health reviews as well as proactively looking for upsell and cross sell opportunities, by being aware of the customer environment.

Us:
We are looking for someone who works as a true collaborator, is creative and innovative in finding technical solutions, and has a passion for customer success and value realization. This person should be able to help a customer execute against their vision around the practice of Technology Business Management (TBM). They will work in a very initiative-taking manner to bring actual ROI to every account. The Premier will be working across Apptio departments to ensure customer satisfaction. This is a highly visible, cross-functional role that supports customers and their objectives while coordinating with multiple departments within Apptio.

Your Role and Responsibilities
Primary:

• Collaborate closely with the customer TBM Analysts and others in their TBM Office to ensure they become power users of our solution, as well as performing remote training and coaching to the consumers as needed
• Understand in detail the configuration of each customer’s Apptio implementation (data, models, reports, etc.) so that training and mentoring opportunities can be easily identified in a proactive manner
• Mentor the customer to do things more efficiently with the Apptio solution through a focus on product and business domain best practices
• Drive customer enablement plans against the customer’s TBM roadmap to ensure that adoption is mapped to customer’s needs and delivers on agreed to metrics for the customer’s use cases
• Function as the liaison between the customer and Apptio Support to help Support and Engineering resolve open tickets and other technical/performance issues
• Coordinate with Support, Product Management, R&D, Account Management, & Customer Success to ensure the appropriate level of response to customer needs

Other:

• Assist with driving Apptio technical best practices and proactively sharing knowledge throughout the organization
• Gather customer feedback and work with the Global Practice and Global Products team to recommend how to improve product usability
• Drive or participate in internal organizational initiatives as required

Required Technical and Professional Expertise

• 5+ years of solid experience as a technical consultant, software implementation, product specialist or technical analyst role for medium to large-scale business
• Previous experience in technical services or account management is preferred; however, product pre-sales, consulting experience or professional services experience is acceptable
• High-level knowledge of enterprise IT organizational, business, cloud, and technical environments
• ITIL or equivalent, finance, cloud, & project management skills and experience a plus

Preferred Technical and Professional Expertise
Essential Skills:

• Client-focused attitude, with empathetic listening and ability to drive to value
• Ability to communicate and present effectively over the telephone, via web-based presentations and/or in person. (i.e., must have excellent communication, listening, presentation, and writing skills)
• Strong attention to detail and excellent analytical, data analysis, & critical thinking skills
• Strong relationship building skills with customers and across company departments
• Excellent organizational skills and ability to multi-task across multiple streams of work
• Proactive, resilient, and resourceful when solving complex problems
• An understanding of customers’ business initiatives and alignment to a technology roadmap
• Ability to work well with others in a high-pressure environment
• An outgoing, focused, and organized person with a strong will to succeed

Technical Skills:

• Strong skills in data analysis/manipulation
• Working knowledge and application of relational databases, data modeling, and related application configuration concepts
• Ability to quickly comprehend complex spreadsheets/data to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g., Excel)
• Skilled at working with large data sets (in Excel, Access, Flat Files), quickly detecting and resolving data-related issues

Business Domain Focus:

• Knowledge of IT services & infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance
• Knowledge of cloud and public cloud domains and functionality (AWS, Azure, GCP, etc.)
• Familiarity with IT financial management including budgeting, cost allocations, capital & operating expense handling & program portfolio management
• Understanding of change management processes and methodologies a plus

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

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’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.

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

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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.