Customer Success Manager

Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities
As a Customer Success Manager (CSM) team, for Apptio products, you will be managing 20 customers and proactively manage customer adoption and health.

Customer Success Manager (CSM) for Apptio products 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.

Required Technical and Professional Expertise

• 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
• 5-6 years of industry experience
• At least a 3-year college degree in associated field.

Preferred Technical and Professional Expertise

• Self starter able to come up to speed on complex, difficult concepts with minimal assistance
• Team player with solid communication and presentation skills
• Ability to breakdown complex information into simple solution requirements
• Strong to expert skills in data analysis/manipulation
• 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
• Experience with data dictionaries, data analysis and relational databases
• Skilled at working with large data sets, quickly detecting and resolving data related issues
• Skilled at completing technical design via iterative mockups
• Basic programming skills and data analytics e.g. HTML, SQL, Excel, Access, Business Objects, etc