Senior Strategic Customer Success Advisor

IBM; San Jose (CA); On-site; USD 130,000 - 170,000; Full time

Job summary

IBM is seeking a Senior Strategic Customer Success Advisor to enhance customer adoption of the IBM Apptio product suite. This role requires extensive experience in Program Management, focusing on providing strategic consultation and building long-term relationships with key stakeholders to ensure customers achieve their business objectives.

Qualifications

• 10+ years’ experience in Program Management or Consulting.
• Experience with cloud-based/SaaS solutions.
• Knowledge of IT Financial Management and technology services.

Responsibilities

• Provide consultative guidance to ensure successful adoption of IBM Apptio products.
• Drive user adoption and develop strategies integrating IBM solutions.
• Mentor customers on achieving measurable value through technology use cases.

Skills

Program Management

Consulting

Stakeholder Engagement

Technology Business Management

Agile Methodology

Cloud Management

Education

Master's Degree

Job description

Senior Strategic Customer Success Advisor

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Introduction

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into industry-leading solutions.

Introduction

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into industry-leading solutions.

We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world’s leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your Role And Responsibilities

The Senior Strategic Customer Success Advisor will be responsible for providing consultative guidance to our most strategic customers to ensure successful adoption and expansion of the IBM Apptio product suite. In this role you will partner with Account Management (sales), the Customer Success Manager and other partners assigned to the account to foster long-term strategic relationships to ensure every customer realizes full value from their investment with IBM Apptio.

With deep multi-domain expertise and an understanding of customer challenges, Advisors leverage their strategic leadership and operational capabilities to help customers develop their Technology Business Management (TBM), Agile and/or FinOps objectives while driving operational excellence and program governance.

In this role you will be responsible for the following:

Customer Advocate

• Drive user adoption across the customer organizations by understanding their specific challenges and helping them to operationalize and realize benefit from their deployed IBM Apptio solution.
• Understand and document customer process workflows that apply to TBM/Cloud/Agile domains and implement strategies that integrate IBM Apptio solutions to those processes.
• Identify risks to the customer achieving their stated business goals and develop, then execute, appropriate mitigation plans with the entire IBM Apptio internal team assigned to the account.
• Mentor customers’ ability to become “insight hunters” by helping them realize measurable value by implementing use cases aligned to their corporate objectives and organizational focus.
• Co-create a personalized Customer Adoption roadmap that aligns corporate goals, what is possible, key business initiatives, KPI’s, and a practical implementation timeline.
• Serve as liaison between our customers and various IBM 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.
  
  

Strategic Consulting

• Build the relationship and develop the trust of your client’s executives to function as their strategic advisor.
• Evangelize Technology Business Management (TBM), Agile Portfolio and FinOps practices.
• Engage regularly with customers via workshops, operational and business reviews to evaluate needs and strategic direction and align with a clear roadmap.
• Business reviews with executives should be quarterly and status reports with operational teams should be held bi-weekly/monthly.
• Use of storytelling to highlight customer value augmented with technical expertise by demonstration in the IBM Apptio suite of products
• Find, mentor, and develop process owners into TBM, Agile Portfolio and FinOps Champions.
• Align customers to the growing TBM, and FinOps markets and the standards being developed to support consistency and success in rolling out TBM, and FinOps processes.
• Provide timely account or executive summary status reports both to customers and IBM Apptio Executives.
• Develop and maintain long-term relationships with stakeholders in the account portfolio, where appropriate, by networking between customers, partners, and IBM Apptio.
  
  

Thought Leadership

Develop internal and external facing collateral (content) to:

• Support customer adoption efforts.
• Lead Customer User Groups.
• Present at TBM /FinOps Conferences.
• Contribute the community with blogs, whitepapers, etc.
• Teach the FinOps and/or TBM Exec cert courses.
• Expand the knowledge base & best practices leveraged by IBM Apptio Teams.
  
  

Skills

Contribute internally to the Customer Success organization by sharing technical/domain knowledge and advancing best practices and advisory skills, including but not limited to:

• Lead and contribute to internal projects and initiatives.
• Serve as a Subject Matter Expert (SME) for specific domain or process area.
• Contribute thought leadership and best practices.
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Have a minimum of 10+ years’ experience of Program Management, Portfolio oversight, or Consulting experience that was customer executive facing experience with cloud-based/SaaS solution offerings.
• Specific knowledge and application of cloud, public cloud, technology services, and financial management including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application/ infrastructure/services/product support.
• Operational knowledge of IT Portfolio management including traditional (waterfall) and agile delivery (SAFe, Scrum, Kanban).
• Have a Inquisitive mind and passion for learning about customers, industries, and innovative approaches to doing things
• Strong self-starter with the ability to build a network within IBM Apptio as well as with the Executives in the assigned portfolio of customers.
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of a customer's organization.
• Motivate and inspire a multidisciplinary internal IBM Apptio team to solve customer challenges.
• Creatively solve problems with limited input and resources in a fast-paced, high-pressure environment.
• Strong teamwork and facilitation, and soft skills such as listening and empathy.
• Working knowledge of Technology delivery frameworks and methodologies (i.e., ITIL, Waterfall, Agile etc.)
• Working knowledge of FinOps and public cloud (i.e., AWS, Azure, Google)
• Operational knowledge of Portfolio management (i.e., SAFe, Scrum, and Kanban)
• Consultative approach, including the ability to translate customer needs into a roadmap, aligning use cases to defined value outcomes and client agreed metrics
• Experience with implementing and supporting enterprise solutions (CRM, ERP, CMDB etc.)
• Experience with IBM Apptio product knowledge with ability to quickly learn and demonstrate product capabilities in response to customer request and opportunities.
  
  

Preferred Technical And Professional Experience

• Have a minimum of 15+ years of experience in Big-4 consulting, or within the IT Finance, Cloud and/or Technology industry as CIOs/SVPs/Directors.
• Consultative experience and excellent presentation skills.
• Experience in the IBM Apptio Suite of products (Cloudability, Turbonomics, Costing and Planning, Target Process)
• Ability to turn data into action to make strategic recommendations.
• Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including C-Level leaders.
• Excellent organization, program/project management, time management, and communication skills.
• Ability to lead cross functional business and technical teams to provide timely issue resolution.
• Strong understanding of business processes and their integration into enterprise applications.
• Team player who will innovate to continue improving the way IBM Apptio serves its customers.
• Ability to travel up to 25% of the time
• Must have working knowledge in several of the following areas:
• IT Financial Management
• Cloud Management
• IT Service and Portfolio Management
• Asset Management
• Vendor and Contract Management
• Technology Project and Portfolio Management
• IT Infrastructure Management
• Strategy and Planning
• Application Portfolio Management
• Agile Methodology.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

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