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Customer Success Manager

2 months ago

Sydney, Australia IBM Full time

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

The Apptio Customer Success team plays a wide variety of roles, engaging various internal organizations to provide an outstanding customer experience. 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.

**Your Role and Responsibilities**
We are seeking individuals with are passionate about technology, to provide complex support services of our SaaS solutions. Reporting to the Manager of Customer Support, this individual will work closely with our customers and Customer Success Managers to provide break-fix support, operational maintenance, and premium support services. This position is an integral part of Apptio's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.
- Support and maintain customers who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion
- Operational management of clients (e.g. helping loading new data, maintaining and validating dashboard/report outputs, etc )
- Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
- Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations
- Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices
- Collaborate with other departments in the company to achieve customer satisfaction
- This position is a hybrid work schedule from our Sydney office.

**Required Technical and Professional Expertise**
- 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 location

**Preferred Technical and Professional Expertise**
- Previous Customer Success experience
- Willing to learn and “get your hands dirty” on the technical components of a product
- Experience working within a SaaS organisation
- Energetic personality working within a team environment
- IT Industry domain expertise
- Knowledge of corporate finance processes and operations

**About Business Unit**

Apptio is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

Apptio provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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.

Are you ready to be an IBMer?

**About IBM**

Restlessly reinventing since 1911, we are not on

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