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Lead Customer Success Manager - Cloud

Bengaluru, India
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Description
As a Lead of Customer Success Manager (CSM) team, for Apptio product, you will be playing a dual role - managing a team of CSMs and managing a portfolio of Customers hands-on.
Customer Success Manager (CSM) for Apptio product will be  responsible for ensuring that customers have a successful experience using the  product. 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.

Responsibilities
As a Team Lead, your responsibilities will include.
  • Work allocation and management of day-to-day work of the team
  • On-time delivery of services with absolute best quality
  • Supporting and mentoring of the team
  • Be first point of escalation for your team members.
  • Setting goals, monitoring performance of team members, Quarterly Check-ins and annual appraisals
  • Providing necessary support to your reporting manager
  • Coordination and collaboration with Regional Leads on activities pertaining to your team and share updates on a regular basis.
As a CSM, your responsibilities will include
  • Own a set of accounts and drive product adoption, renewal and expansion
  • Be a strategic advisor, establish and build strong customer relationships
  • Deliver value associated with customer investment in Apptio’s Cloudability Products
  • Understand Customer’s use cases with respect to FinOps and ensure that those asks are implemented by working closely with Product Managers, Engineering and Support teams.
  • Ensure Customer realizes maximum value by providing required support, product training and business reviews which in turn leads to retention
  • Conduct regular cadence with the Customer and update them regarding the new features/releases of Apptio Products and helping them understand what value they  bring to the table
IBM
IBM
Business Development Business Information Systems CRM Data Management Software

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