- 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.
- 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
- 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.
- 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
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Customer Success Manager - India, Bengaluru / Bangalore - IBM
Description
IntroductionBachelor's Degree
Required Technical And Professional Expertise
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Success Manager
Only for registered members Bengaluru
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Customer Success Manager
Only for registered members Bengaluru, Karnataka, India
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Manager, Partner Success
Only for registered members Bengaluru, Chennai, Mumbai, New Delhi
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Customer Success Manager
Only for registered members Bengaluru
-
Customer Success Manager
Only for registered members Bengaluru, Karnataka
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Customer Success Manager
Only for registered members Bengaluru, Karnataka
-
Partner Success Manager
Only for registered members Bangalore
-
Customer Success Manager
Only for registered members Bengaluru, Karnataka
-
Customer Success Manager
Only for registered members Bengaluru, Karnataka
-
Customer Success Manager
Only for registered members Bengaluru, Karnataka
-
Customer Success Manager
Full time IBM- Bengaluru / Bangalore
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Technical Success Manager
Only for registered members Bangalore, India
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Customer Success Manager
Only for registered members Bangalore
-
Student Success Manager
Only for registered members Bengaluru
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Customer Success Manager
Only for registered members Bengaluru
-
Customer Success Manager
Only for registered members Bengaluru
-
Customer Success Manager
Only for registered members Bangalore
-
Customer Success Manager
Full time Only for registered members Bengaluru
-
Customer Success Manager
Only for registered members Bengaluru
-
Customer Success Manager
Only for registered members Bengaluru
-
Customer Success Manager
Only for registered members Bengaluru, Karnataka