Introduction As a Customer Success Manager – Account Specialist, your mission is to collaboratively lead the way for the deployment and adoption of IBM’s solutions within large, complex accounts. Highly organized, with a natural flare for spotting growth opportunities, you’ll identify and secure projects, whilst orchestrating the necessary resources for their successful deployment.
Your Role and Responsibilities
Own a set of accounts and drive product adoption, renewal, and expansion; be a strategic advisor and establish and build strong customer relationships.
Deliver value associated with customer investment in Apptio’s Cloudability Products.
Understand customer use cases with respect to FinOps and ensure that those requests are implemented by working closely with product managers, engineering, and support teams.
Ensure Customer realizes maximum value by providing required support, product training, and business reviews, which leads to retention.
Conduct regular cadence with the Customer and update them regarding the new features/releases of Apptio Products and help them understand what value they bring to the table.
If you have the passion and energy to work in an entrepreneurial and fast-paced environment, you are the person we are looking for.
Required Technical and Professional Expertise
As a Lead of Customer Success Manager a team of CSMs and managing a portfolio of Customers hands on Customer Success Manager will be responsible for ensuring that customers have a successful experience using the product 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
As a Team Lead, your responsibilities will include:
Work allocation and management of day to day work of the team
On time delivery of services with absolute best quality
Supporting and mentoring of the team
Be first point of escalation for your team members.
Setting goals, monitoring performance of team members, Quarterly Check ins and annual appraisals
Providing necessary support to your reporting manager
Coordination and collaboration with Regional Leads on activities pertaining to your team and share updates on a regular basis.
Preferred Technical and Professional Expertise
Self starter able to come up to speed on complex, difficult concepts with minimal assistance.
Ability to breakdown complex information into simple solution requirements.
Strong to expert skills in data analysis.
Knowledge of enterprise IT organizational, business, and technical environments.
Strong English written/ oral skills.
General understanding of basic financial concepts such as general ledger, budget, forecast and cost.
General understanding of IT infrastructure concepts such as server, storage, virtualization and software applications.
Experience with Apptio tool and certification.
Skilled at working with large data sets, quickly detecting and resolving data-related issues.
