Manager, Strategy Advisors - Raleigh, United States - IBM

Description

Introduction
Apptio, an IBM company, is the leading technology spend and value management software provider. Its AI-powered data insights empower leaders to make smarter financial and operational decisions.

A pioneer and category leader in Technology Business Management (TBM) and FinOps, Apptio works with thousands of customers, partners, and community members worldwide.

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As the Manager of Customer Success Advisors (
CSAs) at Apptio, you will be required to maintain a reduced portfolio of customers within the Americas and be responsible for managing a team of Customer Success Advisors.

The Customer Success Advisory team's focus is to provide consultative guidance to our most strategic customers to ensure successful adoption and expansion of the Apptio product suite.

You will bring your experience leading, developing, and supporting teams to ensure your team of direct reports provides a high level of customer engagement.

You will partner with the global leaders at Apptio, an IBM Company, across Customer Success, Professional Services, Field Sales, Account Management, Marketing, Products, Engineering and Support to foster partnership and industry expertise to ensure every customer realizes full value from their investment with Apptio.

This position is part of Apptio's extended leadership team with specific responsibility for a portion of the Customer Success team in America's.

With deep multi-domain expertise and an understanding of customer challenges and Apptio Solution best practices,
CSAs leverage their strategic leadership and operational capabilities to help customers create value against their corporate objectives while driving operational excellence and program governance.

CSAs engage broadly across organizations, focusing on C-Level executives and other IT and Business leaders.

Your job is guiding this group of exceptional talent to provide that value and expertise to each of their assigned portfolios in accordance with Apptio's best practices.

CSAs 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 the Apptio Solutions internally sustainable.

For all levels of customer TBM, Cloud, and/or Agile maturity,
CSAs will help to accelerate and mature practices related to the Apptio Solutions which encompasses Business and IT Strategy, Cloud, Technology, and Operational Management, and Financial Performance Management.

Your Role and Responsibilities
Customer Advocate

Maintain a reduced portfolio of customers as a


CSA:

work closely with customers to understand and drive use cases, with measurable value outcomes tied closely to your client's corporate objectives
Drive user adoption across the customer organization by understanding their specific challenges and helping them to operationalize and realize benefit from their deployed Apptio solution
Understand and document customer process workflows that apply to Apptio solutions 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, and client agreed to value
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) and FinOps
Engage regularly with customers via workshops, operational, and business reviews to evaluate needs and strategic direction and align with a clear roadmap
Use storytelling to highlight customer value augmented with technical expertise by demonstration in the product
Find, mentor, and develop client process owners into TBM and/or FinOps Champions

Align customers to the growing TBM and FinOps market and the standards being developed to support consistency and success in rolling out Apptio Solution 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
Thought Leadership

Work globally with CS peers, the Global CS Practice and cross-functionally within the Americas to develop and drive change initiatives; identify and validate key problems and present workable solutions to management; in collaboration with other leaders
Understand the business and technical problems the Apptio solutions address. Stay current on product roadmap as well as understanding the scenarios, features, and functions within each of the products and how these are applied to address business and technical problems; maintain a high level of understanding of the competition and the differentiators between Apptio and its competitors
Develop on your own and support/drive your team to create internal and external facing collateral (content) to:

Support customer adoption efforts
Expand the knowledgebase & best practices leveraged by Apptio Teams
Continuously improve the maturity of our customer base in best practices related to the Apptio solutions/suite of products

You and your team will 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"

You

:

Innovation

Have an inquisitive mind and passion for learning about customers, industries, and innovative 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 TBM, Cloud and Product management
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
Lead, develop and serve your directs:

provide direction to the team on CS operations with on-going feedback and coaching on their performance. Identify gaps in knowledge and capability for both individuals, the team, and the CS Advisory function as a whole, and work with other CS leaders to ensure those gaps are filled
Serve as a mentor and coach to help your direct reports better guide customers in TBM and FinOps adoption.
Ensure the performance of the
CSA team:

regularly observe direct reports on the performance of their jobs to ensure they maintain the standards expected from an Apptio
CSA.

The role will require the successful candidate to identify and resolve any areas for improvement within their team's function
Align with other Customer Success functions:

drive operational efficiency and alignment across the Customer Success functions by working in close collaboration with other Customer Success Manager/Leaders for the Advisors, CSM's, Premier, TAM, and Professional Services on appropriate initiatives and activities to drive customer results
Coordinate with the Account Management and/or Field Sales Rep Functions:

working alongside Account Managers to ensure alignment with the efforts of the Account Management team to maximize retention, adoption, expansion, and customer satisfaction
Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of a customer's technology organization
Motivate and inspire 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 and FinOps disciplines
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.)
Operational knowledge of IT Portfolio management (i.e., SAFe, Scrum and Kanban)
Consultative approach, including the ability to translate customer needs into measurable outcomes
Experience with implementing and supporting enterprise solutions (CRM, ERP, CMDB etc.)
Apptio product knowledge with ability to quickly learn and demonstrate product capabilities in response to customer opportunities and needs

Required Technical and Professional Expertise
Demonstrable managerial experience leading multi-disciplinary teams of five or more
Experience holding direct teams accountable to quarterly metrics or targets
10+ years Program Management, Portfolio Oversight, or Consulting experience
Business Domain Focus

Specific knowledge and application of either Cloud computing, and/or Scaled Agile Framework, plus:

IT services and financial management including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.

Operational knowledge of IT Portfolio management including traditional and agile delivery methodologies including SAFe, Scrum, and Kanban.

Preferred Technical and Professional Expertise
Most successful candidates having 15+ years in Big-4 consulting, or within the IT Finance and/or technology industry as CIOs/SVPs/Directors
Consultative style and ability to communicate technical concepts to people of all backgrounds and skill levels
Ability to turn data into action to make strategic recommendations
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
Strong skills in data analysis/manipulation
Ability to lead cross functional business and technical teams to provide timely issue resolution
Strong understanding of business processes and their integration into enterprise applications
Willingness to 'roll up one's sleeves' and assist wherever needed
Team player who will innovate to continue improving the way Apptio serves its customers
Ability to travel up to 25% of the time
Must have working knowledge of several of the following areas:

IT Financial Management
Cloud Management
IT Service and Portfolio Management
Asset Management
Vendor and Contract Management
IT Project and Portfolio Management
IT Infrastructure Management
Strategy and Planning
Application Portfolio Management
Agile Methodology

Experience with cloud-based/SaaS solution offerings a plus

About Business Unit

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient.

IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability.

Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it.

In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge.

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 is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company.

They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers.

The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM

IBM's greatest invention is the IBMer.

We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain.

Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

IBM offers a competitive and comprehensive benefits program.

Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AIdriven learning platform where IBMers can grow skills and obtain industryrecognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future.

Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.

IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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