Customer Success Manager - Cloud

You

A Customer Success Manager who will provide platform training and onboarding support to new APPTIO CLOUDABILITY customers. You enjoy coaching clients and, throughout the initial implementation of their APPTIO CLOUDABILITY software, will answer any questions they have. You will also recommend and/or help implement other value-added services available through APPTIO CLOUDABILITY client services department. If you enjoy a more 1:1 client experience, this is a great position for someone who enjoys helping others reach their goals!

Us

Fun, fast-paced creative team of high performers dedicated to making our customers and Apptio successful.

What We Want You To Do

You’ll be your client’s hero, ensuring their success from day 1 and be the funnel for the customer to focus on while they get settled. You will work with assigned clients to provide kickoff and implementation training in line with current and future state of the Apptio Cloudability platform. You will help new customers become oriented to our platform and become excited about the journey ahead. By the time they are transitioned from you to the next phase in their customer journey the client will know how to use the platform, it’s details and potential, and be able to determine if they can use it themselves or if they need help. You will schedule additional training or technical account manager sessions for clients after each completed training session as needed and based on client commit to assess customer competency and comfortability using the software. You will need to have a solid understanding of who the cloud vendors are, the services and financial programs they offer, and basic services that create an organization’s IaaS. Ultimately, you will identify client needs, guide them with grace through a complicated application, and coordinate additional value add services and products with Strategic Account Managers and Technical Account Managers.

Basic Qualifications

• College degree in associated field
• Customer Service experience in the software industry
• Training or teaching experience
• University mathematics level courses
• Ability to present technical presentations created for the role using PowerPoint or similar and zoom meeting
• Ability to track up to 15 incoming customers at any one time
• Ability to read and analyze customer questions
• Ability to clearly write procedures in response to customer questions
• Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings
• Knowledge of Software as a Service
• Knowledge of public cloud service providers such as AWS, Azure, and Google Cloud
• Knowledge of Keynote, MS Office, Zoom
• Familiar with internet browsers and settings
• Familiar and skilled with online chat tools, and email
  
  

Preferred Qualifications

• Experience with finance or budgeting software
• Code school or similar technical certificate
• Desire to grow within the software industry

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 global enterprise organizations choose Apptio as their business system of record for hybrid IT.