Customer Success Manager - Cloud

About the position

As a Customer Success Manager (CSM) for IBM Apptio 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.

Responsibilities

• Plan, execute and track new and existing customers Cloud Savings Program across AWS and/or Azure.
• Lead discussions and manage customer's commitment based discounts across all savings instruments.
• Analyze customer business objectives and use the Apptio Cloudability / Kubecost platform to build insightful reporting, dashboards and savings program.
• Perform analysis and present regular operational reviews to customer & Apptio leadership.
• Collaborate with an internal global team to grow a strategically important part of the Apptio business.
• Partner with other Apptio domain experts to bring together the collective suite of Apptio products to generate insights across customers total IT spend.
• Be the voice of the customer, champion and advocate for customer requirements with our Product and Engineering teams.

Requirements

• Overall, 5+ years of industry experience.
• Good understanding on Kubernetes and Hold 'CKA' Certification.
• Hands-on experience with a cloud vendor (AWS or Azure or GCP). Certification in AWS Practitioner or Azure AZ900.
• Deep knowledge of rate optimization at AWS (Savings Plans, Reserved Instances).
• Track record of increasing FinOps maturity.
• Demonstrated ability to break down complex problems into sub-tasks and track outcomes.
• Experience in customer-facing roles such as consulting, customer success or equivalent experience.
• Excellent verbal, written and interpersonal communication skills in both technical and non-technical contexts.

Nice-to-haves

• AWS Certified Solution Architect - Associate or higher (or equivalent knowledge).
• Skilled at building relationships with customers and co-workers.
• Proven track record of developing frameworks to solve ambiguous problems and leveraging data to derive insights that lead to actionable recommendations.