Customer Success Manager - Apptio Targetprocess

Job description

from IBM careers

Introduction

As a Customer Success Manager, you will serve as the primary customer success technical advisor and trusted advocate for North & South American customers using Targetprocess. You will be responsible for ensuring customers realize measurable value from their investment by driving product adoption, optimizing use cases, and delivering business outcomes aligned to their strategic goals. 

This role combines deep product expertise, technical problem-solving, and customer engagement to build and nurture long-term partnerships that lead to successful renewals and expansion.

Your role and responsibilities

Customer Success Ownership 

• Manage a full portfolio of customers leveraging Targetprocess. 

• Own customer health and adoption outcomes by serving as the primary advocate for assigned accounts. 

• Act as the bridge between customer leadership and Apptio internal teams, ensuring alignment on goals, usage, and business value. 

Success Planning & Value Realization 

• Develop and maintain a Customer Success Plan for each account that outlines objectives, success criteria, adoption milestones, and measurable value targets. 

• Coach customers through their journey, from first point of value to advanced use cases, ensuring adoption is embedded within the customer’s processes. 

• Partner with the account team to regularly present progress and outcomes to client executives, highlighting realized value and aligning on next-phase opportunities. 

Technical Expertise  

• Serve as customer main Point of Contact for the solution set by ensuring readiness across key capabilities, use cases, and technical integrations for Targetprocess. 
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