Lead, Customer Success Manager

Introduction
IBM’s Industry Consultants are essential to our clients as they work to reinvent themselves for the future. Join our highly visible and highly skilled team of global consultants as we strive to accelerate sales deliver client engagements and build IBM’s market eminence. If you are a forward-thinker and a curious intellectual we welcome you to apply for your next exciting career challenge!

Your Role and Responsibilities
As a Customer Success Manager (CSM) team for Apptio products you will be managing 20 customers and proactively manage customer adoption and health.

Customer Success Manager (CSM) for Apptio products will be responsible for ensuring that customers have a successful experience using the product. 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.

Required Technical and Professional Expertise
Summary:
As the Customer Success Lead you will be responsible for overseeing and driving the success of our customers throughout their journey with our products or services. You will lead a team of Customer Success Managers ensuring they deliver exceptional support guidance and value to our clients. Your primary focus will be on building strong relationships with customers understanding their needs and proactively addressing any issues to maximize satisfaction and retention.

Key Responsibilities:
Team Leadership:

• Manage and lead a team of Customer Success Managers providing mentorship guidance and support to ensure their success.
• Set clear objectives goals and performance metrics for the team and regularly assess their progress.
• Foster a collaborative and customer-centric culture within the team emphasizing continuous improvement and excellence in customer service.

Customer Relationship Management:

• Develop and maintain strong relationships with key customers serving as their primary point of contact for escalations and strategic discussions.
• Understand each customer’s unique business needs challenges and goals and work proactively to address them.
• Regularly communicate with customers to gather feedback assess satisfaction levels and identify opportunities for upselling or cross-selling.

Customer Onboarding and Adoption:

• Oversee the onboarding process for new customers ensuring a smooth transition and successful implementation of our products or services.
• Collaborate with cross-functional teams including Sales and Product Development to ensure alignment and coordination during the onboarding phase.
• Drive product adoption and usage among customers providing training resources and support to help them maximize the value of our offerings.

Retention and Renewals:

• Develop strategies and initiatives to increase customer retention and reduce churn rates.
• Proactively identify at-risk customers and implement interventions to address issues and prevent churn.
• Work closely with the Sales team to renew contracts and expand revenue opportunities with existing customers.

Customer Advocacy and Feedback:

• Act as a customer advocate within the organization representing their interests and voicing their feedback and concerns to relevant stakeholders.
• Leverage customer feedback to drive product improvements enhancements and new feature developments.
• Promote customer success stories and testimonials to showcase the value of our products or services.

Preferred Technical and Professional Expertise

• Self starter able to come up to speed on complex difficult concepts with minimal assistance
• Team player with solid communication and presentation skills
• Ability to breakdown complex information into simple solution requirements
• Strong to expert skills in data analysis/manipulation
• Knowledge of enterprise IT organizational business and technical environments
• Strong English written/ oral skills
• General understanding of basic financial concepts such as general ledger budget forecast and cost
• General understanding of IT infrastructure concepts such as server storage virtualization and software applications
• Experience with Apptio tool and certification
• Experience with data dictionaries data analysis and relational databases
• Skilled at working with large data sets quickly detecting and resolving data related issues
• Skilled at completing technical design via iterative mockups
• Basic programming skills and data analytics e.g. HTML SQL Excel Access Business Objects etc