Introduction

As a Senior Customer Success Manager you will be responsible for building strong relationships with customers, ensuring they drive maximum value from Apptio IBM branded products, and facilitate long term customer retention and growth.

Your Role and Responsibilities

You, an organized, passionate individual with previous extensive customer-facing experience, will lead customers out of implementations and on to broad scale usage, managing the risks associated with successful adoption to secure renewals. You will be comfortable working independently across all levels within the organisation, along with an appreciation of the demands of working within the IT or finance disciplines. The successful candidate will be able to adapt to a fast-moving organsation and collaborate with technical and non-technical stakeholders, should be outcome focused and demonstrate excellent interpersonal and soft skills.

Your day-to-day responsibilities include:

• Relationship Builder: Develop and foster strong relationships with stakeholders, from operational teams to executives, ensuring a shared vision of success.

• Technology Business Management Expert: : learn the TBM value management framework and different Apptio IBM product offerings to understand how these should be leveraged to provide business value. Strive to understand the business problems Apptio IBM can solve in order to best manage the evolution of the customer solution and exceed their expectations, drive user adoption across the customer organisations.

• Execution Leader: understand and document the customer's process workflows, develop and maintain the roadmaps and success plans in collaboration with the customer; ensure all relevant metrics are reflective of the customer's health; develop plans to mitigate risks and seize opportunities.

• Strategic Advisor: Partner with clients to understand their unique challenges and build, agree, then coach customers to deliver against their success plans to ensure achievement of roadmap targets.

• Business Translator: Work closely with business and operational teams to transform requirements into actionable plans which drive value.

• Customer Advocate: represent the customer's needs and concerns internally, ensuring their feedback is heard.

• Problem Solver: proactively identify potential issues, before they become problmes and coordinate cross-functionally to troubleshhot and resolve in a timely manner.

Required Technical and Professional Expertise

• Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal, upsell and expansion

• Capable influencer with proven ability to build and maintain strong customer relationships at all levels within enterprise customers across

• Proven extensive experience managing a demanding portfolio of customers, driving customer value and adoption through use case and roadmap execution

• Proven experience identifying and addressing adoption risks and opportunities

• Creative and hands on - willing to jump in and help manage customers, address challenges, seek win-win outcomes etc.

• Team player who will innovate to continue improving the way Apptio serves its customers

• Excellent organisation, program/project /time management and communication skills

• Must speak fluent English and Italian with any additional languages considered a distinct benefit

• Ability to travel up to 25% of the time

Preferred Technical and Professional Expertise

• B.A. or B.S., ideally in a technology, engineering or business-related discipline,

• Solid experience as a CSM or Technical Account Manager role in a SaaS organization

• Experience within IT Finance and/or Technology departments, including Digital teams and the Cloud Center of Excellence

• Experience with analytics and big data insights

• Experience positioning or selling software and/or services within software industry

• One or more of the following knowledge areas is a plus:

• PMP and/or Agile Methodology certification or relevant experience

• Apptio IBM product knowledge

• TBMA certification

• FinOps certification

• AWS/Azure/ GCP practitioner certification

About Business UnitIBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company's Global Markets organization is a strategic sales business unit that manages IBM's global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients' growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.