IBM - Bellevue, WA
posted 3 months ago
As a Senior Customer Success Manager (CSM) at Apptio, you will play a pivotal role in ensuring the success of our largest and most complex customers. This position requires fluency in Portuguese, both written and verbal, and a strong background in customer-facing roles within the SaaS industry. You will be responsible for leading customers from deployment to broad-scale usage, managing risks associated with successful adoption and renewals. Your leadership skills will be essential in ensuring that customers derive maximum value from the Apptio suite of products and solutions, ultimately driving renewals and expansion opportunities. In this role, you will maintain a portfolio of large, complex customers, creating engagement strategies that prioritize urgency and collaboration. You will work closely with customers to understand their use cases, monitor application usage, and identify adoption risks. Your success will be measured by your ability to achieve optimal health metrics for your client portfolio, maximize value outcomes, and reduce churn. Building strong relationships with customers across operational and executive management levels will be crucial, as you will act as a trusted advisor, promoting the Apptio solution and fostering deep trust. You will also serve as an expert on Apptio products, providing knowledge and coaching to customer teams on best practices. Collaboration with Customer Success teams will be key, as you lead discussions on solution architecture, upgrades, and patches, ensuring that the right solutions are implemented to meet client needs. Additionally, you will coordinate with the Account Management function to align efforts aimed at maximizing retention and customer satisfaction. Your role will involve maintaining product knowledge, understanding the business and technical problems that Apptio solutions address, and staying current on product roadmaps. You will provide overall program oversight, working with various internal teams to execute high-quality projects and initiatives. Mentorship to customers on product and operational best practices will be part of your responsibilities, as well as acting as an escalation point for any issues related to value realization.