Lead Customer Success Manager - Cloud

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 Team Lead, your responsibilities will include.

Work allocation and management of day-to-day work of the team

On-time delivery of services with absolute best quality

Supporting and mentoring of the team

Be first point of escalation for your team members.

Setting goals, monitoring performance of team members, Quarterly Check-ins and annual appraisals

Providing necessary support to your reporting manager

Coordination and collaboration with Regional Leads on activities pertaining to your team and share updates on a regular basis.

As a CSM, your responsivities will include

Own a set of accounts and drive product adoption, renewal and expansion

Be a strategic advisor, establish and build strong customer relationships

Deliver value associated with customer investment in Apptio's Cloud ability Products

Understand Customer's use cases with respect to FinOps and ensure that those asks are implemented by working closely with Product Managers, Engineering and Support teams.

Ensure Customer realizes maximum value by providing required support, product training and business reviews which in turn leads to retention

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 Technical and Professional Expertise

Strong understanding of Cloud Computing concepts and hands on experience in AWS / Azure / GCP / OCI

Knowledge of the SaaS industry and software products

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

7-10 years of industry experience

2-3 years of team leading/management experience (10â"“15 member team)

At least a 3-year college degree in associated field.

Preferred Technical and Professional Expertise

Customer Success experience and proactive engagement with Customers

Experience in Cloud Cost Optimization / FinOps

Experience with CRM software and other customer success tools

Project Management skills