Strategic Customer Success Advisor
1d ago

The 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 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 particular on those in the TBM Office.

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.

  • This position is a remote role*
  • 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 governanceIT industry drivers, trends and technologiesOrganizational efficiency and operational excellenceDriving innovation in the TBM spaceTranslation 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 groupsOffer suggestions and improvements to process and work effectively with all personalitiesDrive 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
  • What we want you to do :

    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 and document customer process workflows 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 measureable value
  • Co-create a personalized Customer Adoption roadmap that aligns 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 business reviews to evaluate needs and strategic direction and align with a clear 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 ()

  • 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 Engagement Managers and delivery services to execute high-quality projects and initiatives aligned to agreed outcomes
  • Act as escalation point for 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 projectsLiaison 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 plansHelp identify and develop the business case for renewals and solution expansionDrive the ongoing development of sponsorship
  • Thought Leadership

  • Develop internal and external facing collateral (content) to : Support customer adoption effortsExpand 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
  • Basic Qualifications :

  • Candidates must have a B.A. or B.S., ideally in an engineering or business related discipline
  • 10+ years in a customer facing relationship role managing multiple clients in portfolio. Most successful candidates having experience within the IT Finance and / or technology industry.
  • 10+ years Project Management or Consulting experience
  • Preferred Qualifications

  • Masters in Business Administration (MBA)
  • Most successful candidates having 15+ years in Big-4 consulting, or within the IT Finance and / or technology industry as CIOs / SVPs / Directors
  • 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 50% of the time
  • Experience with cloud-based / SaaS solution offerings a plus
  • This is a remote position

    Apptio benefits include Company-Paid employee health, dental, vision, life, and disability insurance, and generous contributions to a health savings account.

    We also offer participation in a flexible spending account, 401k and other voluntary programs.

    The Company

    Apptio is the leading software to fuel digital transformation. We help technology and finance leaders make smart decisions as they plan, analyze, and optimize technology investments in pursuit of digital transformation.

    Apptio’s software uses machine learning to translate technology costs and utilization across on-premises systems, vendors, projects, agile and cloud systems into a holistic, business-centric view.

    With Apptio, IT leaders make smarter digital transformation investments. Companies of all sizes and geographies trust Apptio to fuel their digital transformation, including 50% of the Fortune 100.

    For more information, please visit .

    Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

    Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

    Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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