We are ideally seeking someone in Sydney or Carlton, Australia.
Please apply directly: https://careers.apptio.com/jobs/1613?lang=en-us
Position
The Strategic Customer Success Advisor (SCSA) will be responsible for managing a portfolio of our largest and most strategic customers to ensure successful adoption and expansion of the Apptio product suite. This position is an integral part of Apptio's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. By developing and maintaining a high level of customer engagement, the SCSA will partner with Account Management to foster long-term strategic relationships to ensure every customer realize full value from their investment with Apptio.
With deep multi-domain expertise and an understanding of customer challenges and Technology Business Management (TBM) SCSA best practices, SCSAs leverage their strategic leadership and operational capabilities to help customers develop their TBM objectives while driving operational excellence and program governance. SCSAs are accountable for driving customer adoption and success across a portfolio of customers by engaging broadly across the organizations, from C-Level executives through operational staff, focusing in on those in the TBM Practice.
SCSAs are customer-directed specialists solely focused on creating wildly successful customers through large scale programs involving change management, innovation and developing processes and capabilities that make TBM internally sustainable. For all levels of customer TBM maturity, SCSAs will help to accelerate and mature practices related to TBM which encompasses Business and IT Strategy, IT Operational Management, and IT Financial Performance Management.
You:
Innovation
- Inquisitive mind and passion for learning about customers, industries and new approaches to doing things which include, but not limited to:
- Organizational change management and transformation, including methodologies and governance
- IT industry drivers, trends and technologies
- Organizational efficiency and operational excellence
- Driving innovation in the TBM space
- Translation of business initiatives and challenges into actionable roadmap and solutions
Leadership & Influence
- Strong self-starter with the ability to build a network within Apptio and your assigned portfolio of customers
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a customer's technology organization
- Motivate, inspire, and coordinate a multidisciplinary internal Apptio team to solve customer challenges without direct management responsibility
- Creatively solve problems with limited input and resources in a fast-paced, high-pressure environment
- Credible and effective C-level advisor/coach, especially with regards to the TBM discipline
- Strong teamwork, facilitation, and soft skills such as listening and empathy with the ability to:
- Balance conversations within groups
- Offer suggestions and improvements to process and work effectively with all personalities
- Drive towards building consensus
Technology Delivery
- Working knowledge of IT delivery frameworks and methodologies (i.e. ITIL, Waterfall, Agile etc)
- Consultative approach, including the ability to translate customer needs into TBM outcomes
- Experience with implementing and supporting enterprise solutions (CRM, ERP, CMDB etc.)
- Deep Apptio product knowledge with ability to quickly learn and demonstrate product capabilities in response to customer opportunities and needs
Responsibilities
Customer Advocate
- Drive user adoption across the customer organizations by understanding their specific challenges and helping them to operationalize and realize benefit from their deployed TBM solution
- Understand customer processes that apply to TBM and implement strategies that integrate Apptio to those processes
- Identify risks to the customer achieving their stated business goals and develop then execute appropriate mitigation plans
- Mentor customers' ability to become "insight hunters" by helping them uncover nuggets of information that will drive measurable value
- Drive and influence customers to create a TBM roadmap that aligns to corporate goals, what is possible, key business initiatives, KPI's, and a practical implementation timeline
- Serve as liaison between our customers and various Apptio teams to ensure that needs / requirements critical to customer success are understood and effectively communicated, including gathering customer product feedback to shape product roadmap development
Strategic Consulting
- Evangelize Technology Business Management (TBM)
- Engage regularly with customers via workshops, operational and executive business reviews to evaluate needs and strategic direction and align with a clear TBM roadmap
- Find, mentor and develop process owners into TBM Champions
- Align customers to the growing TBM market and the standards being developed to support consistency and success in rolling out TBM Processes. Standards such as those vetted and published by the TBM Council (http://tbmcouncil.org)
- Provide timely account or executive summary status reports both to customers and Apptio management
- Develop and maintain long-term relationships with stakeholders in the account portfolio, where appropriate, by networking between customers, partners, and Apptio
Program Management
- Provide overall program oversight, working in partnership with CSMs, Account Managers, Engagement Managers and delivery services to execute high-quality projects and initiatives aligned to agreed outcomes
- Act as escalation point for the team, working to communicate and resolve issues related to value realization
- Support the completion of project deliverables by assisting with sponsor / executive coordination within the customer, process invocation / alignment and value conversations
- Establish and maintain relationships with ecosystem of implementation partners, including, but not limited to:
- Provision of oversight and governance for partner-led projects
- Liaison between partner organization and Apptio, including acting as escalation point
- Drive key adoption metrics in line with company targets across your portfolio
- Working with Account Management, drive customer renewals in line with company targets
- Drive consistent improvement of NPS metric to ensure alignment with company target
- Partner with Apptio Sales & Account Management to:
- Ensure alignment on account strategy and execution of account plans
- Help identify and develop the business case for renewals and solution expansion
- Drive the ongoing development of sponsorship
Thought Leadership
- Develop internal and external facing collateral (content) to:
- Support customer adoption efforts
- Expand the knowledgebase & best practices leveraged by Apptio Teams
- Contribute internally to the Customer Success organization by sharing technical / domain knowledge and advancing best practices and advisory skills, including but not limited to:
- Lead and contribute to internal projects and initiatives
- Serve as a Subject Matter Expert (SME) for specific domain or process area
- Contribute thought leadership and best practice on how to "Run IT Like a Business"
General
- Ability to quickly grasp and distinctly explain technological and business concepts
- Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including C-Level Leaders and Senior Level executives
- Excellent organization, program/project management, time management, and communication skills
- Competent with packaged application software implementation practices
- Ability to lead cross functional business and technical teams to provide timely issue resolution
- Proven ability to build and sell business cases to customer teams
- Strong understanding of business processes and their integration into enterprise applications
- Team player who will innovate to continue improving the way Apptio serves its customers
- Ability to travel up to 20% of the time across Asia Pacific
- Working knowledge in some of the following areas:
- IT Financial Management
- IT Service and Portfolio Management
- Asset Management
- Vendor and Contract Management
- IT Project and Portfolio Management
- IT Infrastructure Management
- Strategy and Planning
- IT Service Management
- Application Portfolio Management
- Program portfolio Management
Qualifications
Basic Qualifications:
- Candidates must have a B.A. or B.S., ideally in an engineering or business-related discipline
- 5+ years in a customer facing relationship role managing multiple clients in portfolio
- 8+ years project management or consulting experience
- Experience within the IT Finance and/or technology industry
Preferred Qualifications
- Most successful candidates having 8+ years in Big-4 consulting, or within the IT Finance and/or technology industry as VPs/Directors
- Experience with cloud-based/SaaS solution offerings a plus
Apptio benefits include Company-paid Private Health Insurance, Income Protection, Death and TPD Insurance, and Paid Parental Leave.
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Stephanie Reese
Senior Recruiter
Apptio
ROSWELL GA
770-916-1050
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