Customer Success Advisor- Enterprise

Title: Customer Success Advisor ? Enterprise Services
The Position
The CS Advisor will be responsible for managing a portfolio of enterprise customers to ensure successful adoption and expansion of the Apptio product suite. 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. By developing and maintaining a high level of customer engagement, the CS Advisor will partner with Account Management to foster long-term strategic relationships to ensure every customer realize full value from their investment with Apptio.
With deep multi-domain expertise and an understanding of customer challenges and Technology Business Management (TBM) best practices, CS Advisors leverage their strategic leadership and operational capabilities to help customers develop their TBM objectives while driving operational excellence and program governance. Enterprise Advisors are accountable for driving customer adoption and success across a portfolio of customers by engaging broadly across the organizations, from C-Level executives through operational staff, focusing in particular on those in the TBM Office.
CS Advisors are customer-directed specialists solely focused on creating wildly successful customers through large scale programs involving change management, innovation, roadmap, usage, and developing processes and capabilities that make TBM internally sustainable. For all levels of customer TBM maturity, CS Advisors will help to accelerate and mature practices related to TBM which encompasses Business and IT Strategy, IT Operational Management, and IT Financial Performance Management.
Inquisitive mind and passion for learning about customers, industries and new approaches to doing things which include, but not limited to:
Organizational change management and transformation, including methodologies and governance
IT industry drivers, trends and technologies
Organizational efficiency and operational excellence
Driving innovation in the TBM space
Translation of business initiatives and challenges into actionable roadmap and solutions
Leadership & Influence
Strong self-starter with the ability to build a network within Apptio and your assigned portfolio of customers
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a customer's technology organization
Motivate, inspire, and coordinate a multidisciplinary internal Apptio team to solve customer challenges without direct management responsibility
Creatively solve problems with limited input and resources in a fast-paced, high-pressure environment
Proven effectiveness at leading and facilitating meetings and workshops.
Strong teamwork, facilitation, and soft skills such as listening and empathy with the ability to:
Balance conversations within groups
Offer suggestions and improvements to process and work effectively with all personalities
Drive towards building consensus
Technology Delivery
Working knowledge of IT delivery frameworks and methodologies (i.e. ITIL, Waterfall, Agile etc)
Consultative approach, including the ability to translate customer needs into TBM outcomes
Familiarity with implementing and supporting enterprise solutions (CRM, ERP, CMDB etc.)
Deep Apptio product knowledge with ability to quickly learn and demonstrate product capabilities in response to customer opportunities and needs
What we want you to do:
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 TBM solution
Create and adoption/rollout plan with each customer to successfully socialize the Apptio product and get to first process operationalized.
Understand and document customer process workflows that apply to TBM and implement strategies that integrate Apptio to those processes
Identify risks to the customer achieving their stated business goals and develop then execute appropriate mitigation plans
Mentor customers' ability to become "insight hunters" by helping them uncover nuggets of information that will drive measureable value
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 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
Evangelize Technology Business Management (TBM)
Engage regularly with customers via workshops, operational and business reviews to evaluate needs and strategic direction and align with a clear roadmap
Find, mentor and develop process owners into TBM Champions
Align customers to the growing TBM market and the standards being developed to support consistency and success in rolling out TBM Processes. Standards such as those vetted and published by the TBM Council (http://tbmcouncil.org)
Provide timely account or executive summary status reports both to customers and Apptio management
Develop and maintain long-term relationships with stakeholders in the account portfolio, where appropriate, by networking between customers, partners, and Apptio
Program Management
Provide overall program oversight, working in partnership with Engagement Managers and delivery services to execute high-quality projects and initiatives aligned to agreed outcomes
Provide mentorship to Apptio customers including:
Product mentoring and operational best practices with TBM Office
Rollout in line with Joint Execution Plan (JEP)
Working with customers on Month End Close Practice
Act as escalation point for team, working to communicate and resolve issues related to value realization
Support the completion of project deliverables by assisting with sponsor / executive coordination within the customer, process invocation / alignment and value conversations
Establish and maintain relationships with ecosystem of implementation partners, including, but not limited to:
Provision of oversight and governance for partner-led projects
Liaison between partner organization and Apptio, including acting as escalation point
Drive key adoption metrics in line with company targets across your portfolio
Working with Account Management, drive customer renewals in line with company targets
Drive consistent improvement of NPS metric to ensure alignment with company target
Partner with Apptio Sales & Account Management to:
Ensure alignment on account strategy and execution of account plans
Help identify and develop the business case for renewals and solution expansion
Drive the ongoing development of sponsorship
Thought Leadership
Develop internal and external facing collateral (content) to:
Support customer adoption efforts
Expand the knowledgebase & best practices leveraged by Apptio Teams
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 practice on how to "Run IT Like a Business"
Basic Qualifications:
Candidates must have a B.A. or B.S., ideally in an engineering or business related discipline
5+ years in a customer facing relationship role managing multiple clients in portfolio. Most successful candidates having experience within the IT Finance and/or technology industry.
5+ years Project Management or Consulting experience
Preferred Qualifications
Ability to quickly grasp and distinctly explain technological and business concepts
Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including C-Level Leaders and Senior Level executives
Excellent organization, program/project management, time management, and communication skills
Ability to lead cross functional business and technical teams to provide timely issue resolution
Proven ability to build and sell business cases to customer teams
Strong understanding of business processes and their integration into enterprise applications
Team player who will innovate to continue improving the way Apptio serves its customers
Ability to travel up to 35-40% of the time
Masters in Business Administration (MBA)
Knowledge of IT Industry/Finance Industry
Ability to quickly grasp and distinctly explain technological and business concepts
Previous CSM/Consultant Experience
Experience with cloud-based/SaaS solution offerings a plus
Willingness to 'roll up one's sleeves' and assist wherever needed
The Company
Apptio (NASDAQ: APTI) is the business management system of record for hybrid IT. We transform the way IT runs its business and makes decisions. With our cloud-based applications, IT leaders manage, plan and optimize their technology investments across on-premises and cloud. With Apptio, IT leaders become strategic partners to the business by demonstrating value of IT investments, accelerate innovation and shift their technology investments from running the business to digital innovation. Hundreds of customers choose Apptio as their business system of record for hybrid IT. For more information, please visit www.Apptio.com.
Apptio Inc. 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, Inc. 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.

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