Customer Success Manager - Cloud

Introduction

As a Customer Success Manager (CSM) for Apptio line of products, you will be responsible for ensuring that customers have a successful experience using the products, provide ongoing support to customers, monitor their usage of the product, and identify opportunities for upselling or cross-selling. 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

In a typical day, you will be owning the execution plan for customers. As their business need change, you will need to assess and recalculate the path to success. You will interact regularly with the customer’s team and even take action to make changes to the customer’s cloud account to execute your recommendations. You will identify gaps that the customer may have that would prevent them from achieving that success and then build plans to close those gaps. Working closely with FinOps Principals, you will document and present your findings with the customer and encourage open productive discussion.

• 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 platform to build insightful reporting, dashboards and savings program
• Perform analysis and present regular operational reviews to customer & 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.
  
  

• Overall, 5+ years of industry experience.
• 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 platform to build insightful reporting, dashboards and savings program
• Perform analysis and present regular operational reviews to customer & Apptio leadership
• Collaborate with 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
  
  

• 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