Customer Success Manager - India, Bengaluru / Bangalore - IBM

    IBM
    IBM India, Bengaluru / Bangalore

    3 days ago

    Full time ₹1,200,000 - ₹2,800,000 (INR) per year *
    Description
    Introduction
    • As a Customer Success Manager (CSM) for ApptioOne line of products, you will be responsible for ensuring that customers have a successful experience using the products, provide ongoing support to customers, monitor their usage of the product, and identify opportunities for upselling or cross-selling. Serve as the primary point of contact for a portfolio of customers, handling any issues or questions they may have and working to ensure their overall satisfaction with the product.

    Your Role And Responsibilities
    • Develop 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
    • Own a set of accounts and drive product adoption, renewal and expansion
    • Be a strategic advisor, establish and build strong customer relationships
    • 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
    • Understand Customer's use cases and ensure that those asks are implemented by working closely with Product Managers, Engineering and Support teams.
    • Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the Apptio products.
    • Assist the customer with the creation and ongoing adoption of their TBM Roadmap and supporting Use Cases to drive value from Apptio products.
    • Ensure Customer realizes maximum value by providing required support, product training and business reviews which in turn leads to retention
    • Monitor active customer support tickets, working with the support team as needed to ensure timely resolution and escalate as needed.
    • Collaborate with the Turnkey Admin Services (TAS)/Shared Managed Services delivery team to ensure customer technical outcomes and month end processes are accomplished
    • 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
    • Conduct regular cadence with the Customer and update them regarding the new features/releases of Apptio Products and helping them understand what value they bring to the table

    Preferred Education

    Bachelor's Degree

    Required Technical And Professional Expertise
    • Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal
    • Excellent communication and relationship-building skills
    • Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings
    • Ability to prioritize and multitask in a fast-paced environment
    • 4-7 years of industry experience
    • At least a 3-year college degree in associated field.

    Preferred Technical And Professional Experience
    • Experience within IT Finance and/or Technology departments, including Digital or Agile teams
    • Experience with analytics, data insights and visualization
    • Experience with CRM software and other customer success tools
    • Project Management skills
    • Understanding of Cloud Computing concepts. Hands on experience in AWS / Azure / GCP / OCI would be a plus
    * This salary range is an estimation made by beBee
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