Customer Success Manager - Cloud Job in International Business Machines Corporation

Introduction

As a Customer Success Manager (CSM) for the IBM Apptio line of products, you will be responsible for ensuring customers have a successful experience using the products, providing ongoing support, monitoring their usage, and identifying opportunities for upselling or cross-selling. You will serve as the primary point of contact for a portfolio of customers, addressing any issues or questions they have and ensuring their overall satisfaction with the product.

Your Role and Responsibilities

• Cloud Savings Program Management: Plan, execute, and track new and existing customer Cloud Savings Programs across AWS and/or Azure.
• Discount Management: Lead discussions and manage customer commitment-based discounts across all savings instruments.
• Customer Business Analysis: Analyze customer business objectives and use the Apptio Cloudability / Kubecost platform to create insightful reporting, dashboards, and savings programs.
• Operational Reviews: Perform analysis and present regular operational reviews to both customers and Apptio leadership.
• Collaborate with Global Teams: Work with an internal global team to grow a strategically important part of the Apptio business.
• Cross-Product Insights: Partner with other Apptio domain experts to combine the full suite of Apptio products, generating insights across a customer s total IT spend.
• Voice of the Customer: Be the voice of the customer, advocating for their requirements with Product and Engineering teams.
• Customer Relationship Management: Build and nurture strong relationships with customers, ensuring ongoing success and satisfaction.

Required Education

Bachelor's Degree

Required Technical and Professional Expertise

• 5+ years of industry experience in relevant fields.
• Good understanding of Kubernetes and hold CKA Certification.
• Hands-on experience with a cloud vendor (AWS, Azure, or GCP), with certifications like AWS Practitioner or Azure AZ900.
• Proven ability to plan, execute, and track customer Cloud Savings Programs across CSPs.
• Deep knowledge of rate optimization at AWS (e.g., Savings Plans, Reserved Instances).
• Track record of increasing FinOps maturity within customer environments.
• Demonstrated ability to break down complex problems into sub-tasks and track outcomes effectively.
• Experience in customer-facing roles such as consulting, customer success, or equivalent.
• Proven ability to lead discussions and manage customer s commitment-based discounts across various savings instruments.
• Skilled at analyzing customer business objectives and using the Apptio Cloudability / Kubecost platform to build reporting, dashboards, and savings programs.
• Excellent communication skills both verbal and written across technical and non-technical contexts.

Preferred Technical and Professional Experience

• AWS Certified Solution Architect - Associate or higher (or equivalent knowledge).
• Strong relationship-building skills with both 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 the Business Unit

IBM Software integrates core business operations with intelligence, from machine learning to generative AI, helping organizations become more responsive, productive, and resilient. IBM Software aids clients in putting AI into action to create real value with trust, speed, and confidence. It is instrumental in fields such as digital labor, IT automation, application modernization, security, and sustainability.

Critical to this is the ability to leverage data, as AI's value is directly tied to the quality of data. 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 offers one of the most comprehensive approaches to development, security, and operations across hybrid environments, providing a flexible foundation for leveraging data, wherever it resides, to integrate AI into business processes.

Are You Ready to Make an Impact?

If you are passionate about driving customer success and want to play a key role in helping organizations optimize their cloud savings and accelerate their digital transformation, join IBM Apptio and be part of our dynamic, innovative team.

This job description outlines the essential responsibilities and qualifications for the Customer Success Manager (CSM) - Apptio Products role, offering an excellent opportunity for professionals interested in cloud savings, customer success, and strategic growth.