Sr Manager, Customer Success - Apptio

Introduction
Apptio an IBM company is the leading technology spend and value management software provider. Its AI-powered data insights empower leaders to make smarter financial and operational decisions. A pioneer and category leader in Technology Business Management (TBM) and FinOps Apptio works with thousands of customers partners and community members worldwide. Visit www.apptio.com.

We are seeking a candidate who has led and worked with enterprise level technical solution teams and has a passion for customer success and value realization. In order to succeed this individual must have the passion energy and flexibility to work in an entrepreneurial and fast paced environment.

The Apptio Customer Success Team is a high performing team of technical and business consultants with deep expertise in the configuration and deployment of Apptio’s SaaS solutions for enabling Technology Business Management (TBM) inclusive of FinOps within technology organizations. With backgrounds including Management Consulting Business Analysis Enterprise software deployment or Business Intelligence Modeling this diverse group is focused on enabling our customers to adopt and realize the full value of the Apptio solutions. This person will also oversee the customer health adoption and renewal of a segment of the Cloud portfolio.

Your Role and Responsibilities
This role will be responsible for the cloud solution across the customer life-cycle including legacy Apptio cloud solutions and Turbonomics. Apptio is repositioning the go-to-market strategy for our cloud practice and product positioning better aligned to the FinOps model. This tiering of our solutions will require a leader that can work across the customer life-cycle from implementation thru adoption and renewal. This role may have folks reporting to them or manage resources virtually thru a dotted line approach.

The Sr Manager Cloud Customer Success is responsible for the management of a team of highly skilled Cloud TAM including the enablement staffing and professional development of the individuals on the team. As a manager you are expected to energetically embody the Apptio values and inspire your team to do the same including acting with accountability being collaborative tackling challenges in the face of ambiguity while respecting and celebrating our diversity and differences. This mission-critical role also requires strong client facing skills with an ability to de-escalate tough client situations. This role will support project teams in a technical oversight role to reduce risk where appropriate most often on highly complex solutions.

Required Technical and Professional Expertise

• 5+ years of technical consulting or software industry experience in services delivery and project management
• Previous experience in leading professional services technical consulting or other similar type of solution delivery teams
• Technical knowledge and experience in deploying enterprise-level software solutions

Preferred Technical and Professional Expertise
Essential Skills

• Ability to quickly translate business requirements into technical design
• Resilience and resourcefulness when solving complex problems
• Pride in personal deliverables and maintaining high quality deliverables
• Comfortable providing and receiving upward/downward feedback
• Strong relationship building skills
• Excellent time management delegation and organizational skills
• Client-focused attitude – a client advocate
• Strong leadership qualities: positive attitude adaptable sense of urgency high integrity teamwork

Preferred Qualifications

• Specific knowledge and application of IT services and Financial Management including Budgeting Cost Allocations Capital & Operating expense handling Program Portfolio Management and Application / Infrastructure support
• Operational knowledge of IT infrastructure domains including data centers network / communications server utilization virtual environments storage and application development & maintenance
• Knowledge and application of relational database concepts and/or strong MS Excel skills