IBM Apptio Customer Success Manager

a Pacific region

• Develop a 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

• 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

• Collaborate with the Shared Managed Services delivery team to ensure customer technical outcomes and month end processes are accomplished

• Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the Apptio product

• Assist the customer with the creation and ongoing adoption of their TBM Roadmap and supporting Use Cases to drive value from Apptio products

• Advocate for the customer's needs cross-departmentally

• Educate customers on new platform and application capabilities

• Monitor active customer support tickets, working with the support team as needed to ensure timely resolution and escalate as needed

• 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

• Effectively communicate and collaborate with the Account and Customer Success team members to improve customer outcomes

• Act as the CS owner for the portfolio of customers assigned, ensuring regular updates, issues, actions and escalations are managed appropriately

• Manage the appropriate metrics through tools set forth by company

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Technical experience with Apptio or Cloudability software would be preferred.

• Bachelor's Degree or equivalent experience strongly preferred.

• 3+ years in a customer facing relationship role managing multiple clients in a portfolio.

• Role is open for both Sydney and Melbourne locations.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

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ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.