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22/04 Sidra Anwar
HR at Apptio

Views:75 Applications:33 Rec. Actions:Recruiter Actions:15

Apptio - Manager/Team Lead - Customer Success (7-10 yrs)

Bangalore Job Code: 156678

You :

You will be expected to perform a - dual role-, managing the team, and managing a portfolio of Customers hands-on.

What we want you to do :

- You will be your client's hero, ensuring their success from day 1 and be the funnel for the customer to focus on while they get settled and ongoing management of relationship as CSM.

- You will work with assigned clients to provide kickoff and implementation training in line with current and future state of the Apptio Cloud ability platform.

- You will help new customers become oriented to our platform and become excited about the journey ahead.

- You will need to develop a solid understanding of who the cloud vendors are, the services and financial programs they offer, and basic services that create an organization's IaaS.

- You will identify client needs, guide them with grace through a complicated application, and coordinate additional value add services and products with Strategic Account Managers and Technical Account Managers.

- Focus is on monthly touch points and executing business reviews to ensure customer maintains value and usage within the product.

- Actively raise risks and participate on risk management calls hosted in each region.

- Help customers understand the value of upgrading to paid TAM services.

- Collaborate and communicate with account teams on status of accounts.

- As a Team Lead, your responsibilities will include.

- Work allocation and management of day-to-day work of the team

- On-time delivery of service 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.

Basic Qualifications :

- Bachelor's Degree in engineering or equivalent

- 7- 10 year Customer Service/Customer Success experience in the software industry

- Mentorship Experience, Managing up to 10-member team.

- Good understanding of public cloud service providers such as AWS, Azure, and Google Cloud

- Good understanding of Software as a Service

- Ability to effectively liaise with customers and onsite teams/leadership.

- Ability to effectively present technical presentations

- Flexibility to work in different shifts.

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