As a Customer Success Manager (CSM) for ApptioOne line of products, you will be responsible for ensuring that customers have a successful experience using the products. This includes providing ongoing support, monitoring product usage, and identifying opportunities for upselling or cross-selling. You'll serve as the primary point of contact for a portfolio of customers, handling any issues or questions they may have and working to ensure their overall satisfaction with the product.
Your Role and Responsibilities
- Develop a full understanding of the Apptio suite of products, including:
- The value proposition and sales messaging
- Best practices for deployment and maintenance
- Out-of-the-box reports
- Own a set of accounts and drive product adoption, renewal, and expansion.
- Be a strategic advisor, establishing and building strong customer relationships.
- Work with the Professional Services team to ensure all customers successfully complete the onboarding process and a seamless transition occurs to the Customer Success Team.
- Understand Customer's use cases and ensure those asks are implemented by working closely with Product Managers, Engineering, and Support teams.
- Ensure customers create an adoption/rollout plan to confidently socialize and embed the Apptio products.
- Assist the customer with the creation and ongoing adoption of their TBM Roadmap and supporting Use Cases to drive value from Apptio products.
- Ensure Customer realizes maximum value by providing required support, product training, and business reviews, which in turn leads to retention.
- Monitor active customer support tickets, working with the support team as needed to ensure timely resolution and escalate as necessary.
- Collaborate with the Turnkey Admin Services (TAS)/Shared Managed Services delivery team to ensure customer technical outcomes and month-end processes are accomplished.
- Become a Platform Health Expert, effectively communicating technical knowledge and Operational Excellence to educate customers on best practices and ensure they maintain a healthy platform.
- Conduct regular cadence with the Customer and update them regarding the new features/releases of Apptio Products and helping them understand what value they bring to the table.
Required Education
Preferred Education
Required Technical and Professional Expertise
- Proven experience in a B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption, and renewal.
- Excellent communication and relationship-building skills.
- Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings.
- Ability to prioritize and multitask in a fast-paced environment.
- 4-7 years of industry experience.
- At least a 3-year college degree in an associated field.
Preferred Technical and Professional Experience
- Experience within IT Finance and/or Technology departments, including Digital or Agile teams.
- Experience with analytics, data insights, and visualization.
- Experience with CRM software and other customer success tools.
- Project Management skills.
- Understanding of Cloud Computing concepts. Hands-on experience in AWS / Azure / GCP / OCI would be a plus.
