Lead Customer Success Manager - Cloud

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
As a Lead of Customer Success Manager (CSM) team, for Apptio product, you will be playing a dual role – managing a team of CSMs and managing a portfolio of Customers hands-on.
Customer Success Manager (CSM) for Apptio product 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.

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 responsibilities 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 Cloudability 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