Customer Success Manager - Cloud

About the role

Introduction As a Customer Success Manager (CSM) for IBM 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 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 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. Required education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise Overall, 5+ years of industry experience. Good understanding on Kubernetes and Hold "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 CSP's . 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 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 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 ABOUT BUSINESS UNIT IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business. YOUR LIFE @ IBM In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transf

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