Customer Success Manager
As an organization, Apptio has a very strong culture; it is open, transparent, and very customer focused. Our employees consistently exhibit the following key attributes and embrace these qualities every day:
Dealing with ambiguity and change
Take ownership and has accountability
Foster an inclusive environment
You: We are looking for an organized, passionate individual with previous customer-facing experience. As an experienced professional in the SaaS industry as a Customer Success Manager (CSM), you will act as a member of our CSM team who maintain a portfolio of customers across the EMEA region. You will bring your experience leading customers out of deployments and on to broad scale usage, managing the risks associated with successful adoption to secure renewals. You will be comfortable working independently across all levels within the organization, along with an appreciation of the demands of working within either IT or finance disciplines. The successful candidate will be able to adapt with a fast-moving organization and collaborate with technical and non-technical stakeholders, should be outcome focused and demonstrate excellent interpersonal and soft skills.
Us: The CS Apptio team is growing and we need a CSM to work alongside existing CS resources and the wider team based across EMEA to serve customers across the region. This position is part of Apptio’s European Customer Success team and will be based in our office in London to support, retain and grow our customer base across EMEA. The nature of the role requires someone willing and capable of working independently and autonomously to build the customer and Partner relationships necessary to be successful. As a growing and evolving organization, Apptio is looking for someone who is able to bring experience, tenacity, and creativity in equal measure to drive success in the region. Our strength lies on our ability to collaborate; we challenge and encourage each other to think outside the box and come up with new ideas to improve Customer Success Management (CSM) workflow processes, to drive wildly successful customers.
What we want you to do:
Maintain a portfolio of customers as a CSM: using success planning techniques, work closely with customers to understand and drive outcomes from use cases; monitor and track usage of all Apptio applications; identify and react to adoption risk, both in terms of threats and opportunities; build, agree, then coach customers to deliver against their success plans to ensure achievement of roadmap targets. Serve as liaison between our customers and various Apptio teams to ensure that needs / requirements critical to customer success are understood and effectively communicated, including gathering customer product feedback to shape product roadmap development
Develop strong customer relationships: proactively engage with customers across both operational and management positions to promote their Apptio solution and showcase value back to them; understand the customer business and empathize with their circumstances in order build a relationship as a trusted advisor and foster deep trust
Act as a Technology Business Management (TBM) domain expert: learn TBM processes and different Apptio product offerings to understand how these should be leveraged to provide business value; provide business acumen for customers and strive to understand the business problems Apptio can solve in order to best manage the evolution of the customer solution and exceed their expectations, drive user adoption across the customer organizations by understanding their specific challenges and helping them to operationalize and realize benefit from their deployed TBM solution
Serve as Apptio coach and expert: provide product knowledge and expertise as it relates to customer needs; position and run workshops as appropriate to elicit and evolve customer use cases and roadmap; coach customer TBM team on best practices, reference examples across your portfolio, and leverage your Apptio internal network to guide and mentor customer to achieve their goals
Program manage the path to success: understand and document customer process workflows that apply to TBM and implement strategies that integrate Apptio to those processes, develop and maintain customer roadmaps and success plans in collaboration with the customer to ensure alignment of the Apptio solution and TBM program against customer business objectives; ensure all relevant metrics are reflective of customer health and ensure stakeholders are aware of their status; develop plans to mitigate risks and seize opportunities
Coordinate with the Account Management Function: working alongside Account Managers to ensure alignment with the efforts of the Account Management team to maximize retention, adoption and customer satisfaction; periodically engage directly in the sales process, specifically within existing accounts
Maintain Domain and Product Knowledge: strong self-starter with the ability to build a network within Apptio and your assigned portfolio of customers, understand the business and technical problems the Apptio solution addresses; stay current on product roadmap as well as understanding the scenarios, features, and functions within each of the products and how these are applied to address business and technical problems; collaborate with product management and development functions to channel client feedback and enhancements as appropriate
Candidates must have a B.A. or B.S., ideally in a technology, engineering or business-related discipline, with most successful candidates having 3+ years as a CSM or Technical Account Manager role in a SaaS organization
Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal, upsell and expansion, and professional services
Capable influencer with proven ability to build and maintain strong customer relationships at all levels within Enterprise customers across EMEA
Proven experience managing a demanding portfolio of customers, driving customer value and adoption through use case elicitation and roadmap execution
Proven experience identifying and addressing adoption risks and opportunities
Scrappy, creative and hands on – willing to personally jump in and help manage customers, address challenges, seek win-win outcomes etc.
Team player who will innovate to continue improving the way Apptio serves its customers
Excellent organization, program/project /time management and communication skills
Must speak fluent English, Danish or Swedish
Ability to travel up to 20% of the time
Experience within IT Finance and/or Technology departments, including Digital teams
Experience with analytics and big data insights
Experience positioning or selling software and/or services within software industry
One or more of the following knowledge areas is a plus:
PMP and/or Agile Methodology certification or relevant experience
Apptio product knowledge
AWS/Azure/ GCP practitioner certification
To apply for this job please visit careers.apptio.com.