Lead Customer Success Manager - Cloud

As a Customer Success Manager- Account Specialist, your mission is to collaboratively lead the way for the deployment and adoption of IBM's solutions within large, complex accounts. Highly organized, with a natural flare for spotting growth opportunities, you'll identify and secure projects, whilst orchestrating the necessary resources for their successful deployment. Your Role and Responsibilities As a Lead of Customer Success Manager (CSM) team, for Apptio product, you will be playing a dual role - managing a team of CSMs and managing a portfolio of Customers hands-on.
Customer Success Manager (CSM) for Apptio product 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.
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 responsibilities 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 Cloudability 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