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Customer Success Manager
IBM
posted 15d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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 Customers 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
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
- 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.
Preferred technical and professional experience
- Experience within IT Finance and/or Technology departments, including Digital or Agile teams
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Customer Success Manager roles with real interview advice
Top IBM Customer Success Manager Interview Questions
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What people at IBM are saying
Rating based on 2 Customer Success Manager
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Likes
Good team, place and environment
- Salary - Excellent
+3 more
Dislikes
I wouldn’t say much about dislikes
Customer Success Manager salary at IBM
reported by
16
employees
with 3-14
years exp.
₹19.5
L/yr - ₹55.5
L/yr
204%
more
than the average Customer Success Manager Salary in India
View more details
What IBM employees are saying about work life
based on 22.2k employees
Flexible timing
Monday to Friday
No travel
Day Shift
IBM Benefits
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IBM Bangalore / Bengaluru Office Locations
Bangalore Office
Headquarter
IBM India Pvt Ltd, No. 4/1, Tower D, 2nd & 3rd Floor, Dairy Circle, Bannerghatta Main Road
Bangalore
Karnataka 560029
Karnataka 560029
Bengaluru Office
IBM, No.12, Subramanya Arcade, Bannerghatta Road
Bengaluru
Karnataka 560029
Karnataka 560029
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