Introduction
This is an opportunity to join the expanding AMER Customer Success team within one of the fastest growing enterprise software companies. In conjunction with stellar technology and process, the Premier Customer Success Manager (PCSM) will drive long term success and adoption as the primary interface to the customer. The PCSM acts as the critical liaison for the customer's Apptio team, facilitating both day-to-day operational activities and longer-term, strategic roadmap initiatives, mentoring the team through to successful and widespread usage of Apptio.
Your Role And Responsibilities
You will be an experienced advisor to clients in the operational elements of enterprise software. In order to succeed in this team, you must have the passion and energy to work in an entrepreneurial and fast paced environment. You must have the maturity, confidence, and experience to be able to deliver a strategy/roadmap presentation to an executive audience while having the technical ability to roll up his/her sleeves and work directly with the solution in order to establish and maintain a trusted advisor status with multiple tiers of the customer's organization. Ultimately this individual must be able to help the customer deliver on the value of the TBM Applications they have purchased by driving usage and adoption.
- Increase adoption in your accounts through the execution of our Standard Success Program.
- Interact with all levels of leadership within your customer portfolio ranging from analysts to C-Level executives
- Working in conjunction with team members, develop and mentor customers through their roadmap and account plan
- Preserve high renewal rates and partner with Account Management to upsell new services
- Develop a proficiency in the product capabilities, the discipline of TBM and the service offerings available to the customer
- Master the tenets of the Success Program that ultimately drives adoption of Apptio
- Contribute towards defining and refining the initiatives, methodologies, playbooks and programs within Customer Success
- Mentor the customer and Apptio employees on various subject matters related to the role
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Experience building trust and developing client relationships while being remote
- Proven record of protecting renewals through operational excellence, driving adoption and influencing the customer
- History of improving processes, methodologies, programs or frameworks that improved team performance
- Excellent at managing a high volume of customers and their respective priorities
- Ability to memorize product and service offerings and can spontaneously discuss benefits and trade-offs
- Ability to maintain a positive attitude in escalated circumstances
- Insightfully anticipates customer needs and proactively offers assistance
- Self-starter and able to come up to speed on complex, difficult concepts with minimal assistance.
Preferred Technical And Professional Experience
- Knowledge of Finance principles such as Depreciation, Accruals, OpEx and CapEx, Variance
- Experience with SaaS applications
- Experience with the Software Delivery Lifecycle or implementation of applications
- Experience in TBM
