Associate Customer Success Manager

As an Associate Customer Success Manager (CSM) for ApptioOne line of products, you will be responsible for ensuring that customers have a successful experience using the products, 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.​

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​

Support a set of accounts and drive product adoption, renewal and expansion​

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 Customer’s 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​

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

1-3 years of industry experience

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