Manager, Customer Success - Apptio IBM

IntroductionThis position is part of Apptio's Extended Leadership Team with specific responsibility for a portion of the CSM team in the Americas Region. The CSM team activities are focused on usage and adoption combined with new feature adoption, operational best practices, and advocacy for their customers. CSMs leverage their organizational and operational capabilities to help customers create value against their corporate objectives while driving operational excellence and program governance. CSMs engage broadly across organizations, focusing on building relationships and ensuring renewals. Your job is guiding this group of exceptional talent to provide that value and expertise to each of their assigned portfolios in accordance with Apptio's best practices. For all levels of customer TBM, Cloud, and/or Agile maturity, CSM's will help to accelerate and mature adoption and value related to the Apptio Solutions which encompasses Business and IT Strategy, Cloud, Technology, Operational and Change Management, as well as Financial Performance Management. The efforts of this individual will directly impact the direction and operation of the entire CSM function in the Americas, the Customer Success organization, and most importantly, the success of IBM Apptio's customers.Your role and responsibilitiesAs the Manager of Customer Success Managers (CSMs), you will be responsible for managing a team of CSMs in the Americas Region as well as be required to maintain a reduced portfolio of customers within the Region. The CSM team's focus is to monitor and drive adoption, value realization, and expansion of the Apptio product suite. You will bring your CSM experience to your assigned accounts and will be leading, developing, and supporting your team of direct reports to ensure they provide a high level of customer engagement and maintain corporate renewal, health, and expansion objectives. You will partner with the global leaders at Apptio, an IBM Company, across Customer Success (CS), Professional Services (PS), Sales, Marketing, Products, Engineering and Support to foster partnership and industry expertise to ensure every customer realizes full value from their investment with Apptio.What the role entails:Lead, develop, and serve direct reports: Provide direction to the team on CSM operations with on-going feedback & coaching on their performance. Identify gaps in knowledge & capability for both individuals, the team & the CSM Americas function, and work with other CS leaders to ensure those gaps are filled.Maintain a reduced portfolio of customers as a CSM: Work closely with customers to understand & drive use cases; monitor & track usage of Apptio Cldy or TargetProcess and related applications; identify & react to adoption risk, both in terms of threats & opportunities; build, agree, then coach customers to deliver against their success plans to ensure achievement of roadmap targets, driving customer value metrics.Ensure the performance of the CSM team: Regularly observe direct reports on the performance of their jobs to ensure they maintain the standards expected from an IBM Apptio CSM. CSMs are required to provide timely & accurate updates to key metrics systems, monitoring of usage & use case execution, owning the client value conversation ensuring successful outcomes, manage solution enhancement over the customer lifecycle, identify & react appropriately to risks to adoption & renewal, and oversee support ticket escalations. The role will require the successful candidate to identify & resolve any areas for improvement within their team's function.Align with other CSM functions: Drive operational efficiency & alignment across the Customer Success functions by working in close collaboration with other CSM, CS, and IBM Apptio global leaders on appropriate initiatives & activities to drive customer results.Coordinate with the Sales Function: Working alongside sales team members to ensure renewals and expansions. Deep alignment with the efforts of the sales team to maximize adoption, renewal, and customer satisfaction.Act as the Customer Advocate: Serve as liaison between our customers & various Apptio teams as necessary to ensure that escalations, support tickets, risks, and general feedback are understood & effectively handled; coordinate support ticket escalations efficiently & equitably and collaborate with other departments in the company to resolve customer issues in a timely fashion while maintaining high levels of customer satisfaction.Maintain Domain and Product Knowledge: Understand the business & technical problems the Apptio solution addresses. Stay current on product roadmap as well as understanding the scenarios, features, and functions within each of the products & how these are applied to address business & technical problems.Contribute as a leader: Work globally with CS peers, the Global CS Practice and cross-functionally within the Americas Region to develop & drive change initiatives; identify & validate key problems and present workable solutions to management; in collaboration with other IBM Apptio leaders.Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week, subject to business needs.Required educationBachelor's DegreeRequired technical and professional expertiseCandidates 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 CSM role in a SaaS organizationProven experience in B2B SaaS environment delivering against operational metrics focused on adoption and renewal, upsell and expansionExperience holding CSM teams accountable to metricsCapable influencer with proven ability to build & maintain strong customer relationships at all levelsProven experience driving customer value & adoption through use case elicitationProven experience identifying & addressing adoption risks & opportunitiesScrappy, creative and hands on - willing to personally jump in & help the team manage clients, handle escalations, etc.Team player who will innovate to continue improving the way IBM Apptio serves its customersExcellent organization, program/project management, time management, and communication skillsAbility to travel up to 20% of the timePreferred technical and professional experienceExperience within Cloud, Agile, IT Finance, and/or Technology departmentTechnical / hands on implementation experienceManagerial experience leading a teamABOUT BUSINESS UNITIBM 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.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 500 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 qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.OTHER RELEVANT JOB DETAILSIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well beingFinancial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programsGenerous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable lawTraining and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goalsDiverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiencesWe consider qualified applicants with criminal histories, consistent with applicable law.This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.