Customer Success Manager

Job Description

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. This includes providing ongoing support, monitoring product usage, and identifying opportunities for upselling or cross-selling. You'll 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 a 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, establishing and building 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 those asks are implemented by working closely with Product Managers, Engineering, and Support teams. Ensure customers create an adoption/rollout plan to confidently socialize and embed 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 necessary. 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 practices 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. Required Education Bachelor's Degree Preferred Education Bachelor's Degree Required Technical and Professional Expertise Proven experience in a 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 an 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.