Customer Success Manager - lead

Job Description

You :

We are looking for an organized, passionate individual with previous customer-facing experience. The successful candidate will be able to adapt with a fast-moving organization and collaborate with technical and non-technical stakeholders. The successful candidate should be outcome focused and demonstrate excellent interpersonal and soft skills.

Us :

The Customer Success team plays a wide variety of roles, engaging various internal organizations to provide an outstanding customer experience. Our strength lies on our ability to collaborate; we challenge and encourage each other to think outside the box and come up with new ideas to improve Customer Success Management (CSM) workflow processes, to drive wildly successful customers.

What we want you to do:

• Manage a portfolio of Strategic and Enterprise customers.
• 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
• 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
• 5–7-year Customer Service experience in the software industry
• Mentorship Experience, Managing up to 10-member team.
• Collaborate with the Shared Managed Services delivery team to ensure customer technical outcomes and month end processes are accomplished
• Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the Apptio product
• Assist the customer with the creation and ongoing adoption of their TBM Roadmap and supporting Use Cases to drive value from Apptio products
• Advocate for the customer’s needs cross-departmentally
• Educate customers on new platform and application capabilities
• Monitor active customer support tickets, working with the support team as needed to ensure timely resolution and escalate as needed
• 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
• Effectively communicate and collaborate with the Account and Customer Success team members to improve customer outcomes
• Act as the CS owner for the portfolio of customers assigned, ensuring regular updates, issues, actions and escalations are managed appropriately
• Manage the appropriate metrics through tools set forth by company

Requirements:

Basic Qualifications:

• 4-year degree in engineering, computer science or equivalent.
• 3+ years in a customer facing relationship role managing multiple clients in a portfolio

Preferred Attributes and Qualifications:

• Previous Customer Success experience
• Willing to learn and “get your hands dirty” on the technical components of a product
• Experience working within a SaaS organisation
• Energetic personality working within a team environment
• IT Industry domain expertise
• Knowledge of corporate finance processes and operations

Additional Requirement (For a Lead Role):

• You will be expected to perform a “dual role”, managing the team on one hand, and continuing to work on assigned projects/tasks – hands on
• You will be responsible for the activities, work allocation and management of day-to-day work of the team
• You will be responsible for On-time, On-budget, and Quality delivery
• You are expected to extend required support/mentorship to the team
• To be the first point of escalation for team members
• Provide inputs to the team for their Quarterly Check-in and Appraisals
• Provide support to Manager as needed
• Participate in CS India level initiatives as required
• You are expected to liaise / report to the Regional Leads on all activities pertaining to your team, you are expected to share reports / updates regarding the day-to-day activities of your team on a regular basis
• Flexibility to work in shifts is a must as you are expected to sync with Regional leaders across all three regions within Apptio / as per business needs be available to work in shifts assigned

The Company

Apptio is the leading software to fuel digital transformation. We help technology and finance leaders make smart decisions as they plan, analyze, and optimize technology investments in pursuit of digital transformation. Apptio’s software uses machine learning to translate technology costs and utilization across on-premises systems, vendors, projects, agile and cloud systems into a holistic, business-centric view. With Apptio, IT leaders make smarter digital transformation investments. Companies of all sizes and geographies trust Apptio to fuel their digital transformation, including 50% of the Fortune 100. For more information, please visit www.Apptio.com .

Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.