Introduction
As a growing and evolving organization, EMEA CS is looking for someone who is able to bring experience, tenacity, and creativity into
Apptio Branded Products in equal measure to drive success in the region. 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 and drive wildly successful customers.
Your role and responsibilities
You an organized, passionate individual with previous customer-facing experience will bring your xetensive experience leading customers out of deployments 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 organization, along with an appreciation of the demands of working within either IT or finance disciplines. The successful candidate will be able to adapt with a fast-moving organization and collaborate with technical and non-technical stakeholders, should be outcome focused and demonstrate excellent interpersonal and soft skills.
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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 Managemnet Expert: : learn TBM processes and different Apptio 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 customer process workflows, develop and maintain customer roadmaps and success plans in collaboration with the customer; ensure all relevant metrics are reflective of customer 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 internlly, 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 education
Bachelor's Degree
Required technical and professional expertise
• Candidates must have a B.A. or B.S., ideally in a technology, engineering or business-related discipline, with most successful candidates having 3+ years as a Customer Success Manager or Technical Account Manager role in a SaaS organization
• Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal, upsell and expansion, and professional services
• Capable influencer with proven ability to build and maintain strong customer relationships at all levels within Enterprise customers across EMEA
• Proven experience managing a demanding portfolio of customers, driving customer value and adoption through use case elicitation and roadmap execution
• Proven experience identifying and addressing adoption risks and opportunities
• Creative and hands on - willing to personally 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 organization, program/project /time management and communication skills
• Must speak fluent English and Spanish with any additional languages considered a distinct benefit
Preferred technical and professional experience
• Experience within IT Finance and/or Technology departments, including Digital teams, 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:
o PMP and/or Agile Methodology certification or relevant experience
o Apptio IBM product knowledge
o TBMA certification
o FinOps certification
o AWS/Azure/ GCP practitioner certification
ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
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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.
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ABOUT IBM
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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.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.