Associate Customer Success Manager

IBM


Date: 5 hours ago
City: Bengaluru, Karnataka
Contract type: Full time
Introduction

  • As an Associate Customer Success Manager (CSM) for ApptioOne line of products, you will be responsible for ensuring that customers have a successful experience using the products, 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.

Your Role And Responsibilities

  • Develop 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
  • Support a set of accounts and drive product adoption, renewal and expansion
  • 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 that those asks are implemented by working closely with Product Managers, Engineering and Support teams.
  • Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding 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 needed.
  • 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 practice 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

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

  • Proven experience in 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
  • 1-3 years of industry experience
  • At least a 3-year college degree in 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
  • Understanding of Cloud Computing concepts. Hands on experience in AWS / Azure / GCP / OCI would be a plus

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