Lead Customer Success Manager - Cloud

Introduction
IBM’s Industry Consultants are essential to our clients as they work to reinvent themselves for the future. Join our highly visible and highly skilled team of global consultants as we strive to accelerate sales, deliver client engagements, and build IBM’s market eminence. If you are a forward-thinker and a curious intellectual, we welcome you to apply for your next exciting career challenge!

Your Role and Responsibilities
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.

As a CSM, your responsivities will include

• Own a set of accounts and drive product adoption, renewal and expansion
• Be a strategic advisor, establish and build strong customer relationships
• Deliver value associated with customer investment in Apptio’s Cloud ability Products
• Understand Customer’s use cases with respect to FinOps and ensure that those asks 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 in turn leads to retention
• 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 Technical and Professional Expertise

• Strong understanding of Cloud Computing concepts and hands on experience in AWS / Azure / GCP / OCI
• Knowledge of the SaaS industry and software products
• 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
• 7-10 years of industry experience
• 2-3 years of team leading/management experience (10–15 member team)
• At least a 3-year college degree in associated field.

Preferred Technical and Professional Expertise
• Customer Success experience and proactive engagement with Customers
• Experience in Cloud Cost Optimization / FinOps
• Experience with CRM software and other customer success tools
• Project Management skills