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, provide ongoing support to customers, monitor their usage of the product, and identify opportunities for upselling or cross-selling. 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 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, establish and build 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 that those asks are implemented by working closely with Product Managers, Engineering and Support teams.
Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding 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 needed.
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 practice 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
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
Proven experience in 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 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
