Customer Success Manager - Cloud

Job Description

As a Customer Success Manager (CSM) for the IBM Apptio line of products, you will be responsible for ensuring that customers have a successful experience using the products. This includes providing ongoing support, monitoring product usage, and identifying opportunities for upselling or cross-selling. You'll serve as the primary point of contact for a portfolio of customers, handling any issues or questions they may have and working to ensure their overall satisfaction with the product. Your Role and Responsibilities Plan, execute, and track new and existing customers Cloud Savings Program across AWS and/or Azure. Lead discussions and manage customer's commitment-based discounts across all savings instruments. Analyze customer business objectives and use the Apptio Cloudability / Kubecost platform to build insightful reporting, dashboards, and savings programs. Perform analysis and present regular operational reviews to customer and Apptio leadership. Collaborate with an internal global team to grow a strategically important part of the Apptio business. Partner with other Apptio domain experts to bring together the collective suite of Apptio products to generate insights across customers total IT spend. Be the voice of the customer, champion, and advocate for customer requirements with our Product and Engineering teams. Required Education Bachelor's Degree Preferred Education Bachelor's Degree Required Technical and Professional Expertise Overall, 5+ years of industry experience. Good understanding of Kubernetes and hold a CKA Certification. Hands-on experience with a cloud vendor (AWS or Azure or GCP). Certification in AWS Practitioner or Azure AZ900. Plan, execute, and track new and existing customers Cloud Savings Program across CSPs. Deep knowledge of rate optimization at AWS (Savings Plans, Reserved Instances). Track record of increasing FinOps maturity. Demonstrated ability to break down complex problems into sub-tasks and track outcomes. Experience in customer-facing roles such as consulting, customer success, or equivalent experience. Lead discussions and manage customer's commitment-based discounts across all savings instruments. Analyze customer business objectives and use the Apptio Cloudability / Kubecost platform to build insightful reporting, dashboards, and savings programs. Perform analysis and present regular operational reviews to customer & Apptio leadership. Collaborate with a global team to grow a strategically important part of the Apptio business. Partner with other Apptio domain experts to bring together the collective suite of Apptio products to generate insights across customers total IT spend. Be the voice of the customer, champion, and advocate for customer requirements with our Product and Engineering teams. Excellent verbal, written, and interpersonal communication skills in both technical and non-technical contexts. Preferred Technical and Professional Experience AWS Certified Solution Architect - Associate or higher (or equivalent knowledge). Skilled at building relationships with customers and co-workers. Proven track record of developing frameworks to solve ambiguous problems and leveraging data to derive insights that lead to actionable recommendations.