Customer Success Manager

3 days ago

Sydney, Australia Apptio Full time

Overview:
**You**:
**Us**:
The Customer Success team plays a wide variety of roles, engaging various internal organisations 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.

**Responsibilities**:
**What we want you to do**:

- Manage a portfolio of Strategic and Enterprise customers in the Asia Pacific Japan 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
- 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

Qualifications:
**Basic Qualifications**:

- 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

**Preferred Attributes and Qualifications**:

- 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

**_
Apptio benefits include Company-Paid Private Health Insurance, Income Protection, Death and TPD Insurance, and Paid Parental Leave._**

**The Company**

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.

LI-JM1

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