Strategic Customer Success Professional

6 days ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time $150,000 - $180,000
Job Title: Strategic Customer Success Professional

The role of a Strategic Customer Success Professional is multifaceted and involves collaborating with various internal organizations to deliver exceptional customer experiences.

We are driven by our ability to work together, challenge each other, and come up with innovative solutions to improve workflow processes and drive customer success.

Key Responsibilities:
  • Manage a portfolio of strategic customers in the Asia Pacific region to ensure their needs are met.
  • Develop in-depth knowledge of the Apptio product suite, including value proposition, sales messaging, best practices for deployment and maintenance, and out-of-the-box reports.
  • Work closely with the Professional Services team to ensure seamless onboarding and transition of customers to the Customer Success Team.
  • Collaborate with the Shared Managed Services delivery team to achieve customer technical outcomes and month-end processes.
  • Educate customers on creating adoption/rollout plans to ensure successful implementation and embedding of the Apptio product.
  • Assist customers in developing and maintaining their TBM Roadmap and supporting Use Cases to maximize value from Apptio products.
  • Advocate for customer needs across departments.
  • Educate customers on new platform and application capabilities.
  • Monitor active customer support tickets and work with the support team to ensure timely resolution and escalation when necessary.
  • Become a Platform Health Expert, effectively communicating technical knowledge and Operational Excellence to educate customers on best practices and maintain a healthy platform.
  • Effectively communicate and collaborate with the Account and Customer Success team members to improve customer outcomes.

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