Senior Customer Success Manager

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.
  
  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