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- Develop a thorough understanding of Apptio products, including:Deployment and maintenance best practicesValue proposition and sales messagesOut of the Box reporting- Work with the Professional Services team to ensure all customers complete the onboarding process.- Create an onboarding/rollout plan with each customer to expand public awareness of Apptio products.- Support customer needs across departments.- Effectively communicate technical knowledge and operational excellence, educate customers on best practices, and ensure a healthy platform is maintained.- Understand and educate customers on the activities required to maintain the Apptio platform.- Ensure customers are confident in implementing Apptio throughout their organization.- Educate customers on new features (platform and applications).- Monitor active tickets and work with the support team for timely resolution and escalation as needed.- Ensure customers are able to support the product operationally and review usage metrics to evolve the customer experience within Apptio.- Encourage customers to leverage the Apptio Community at every opportunity.- Communicate effectively and collaborate with Apptio’s sales team to improve customer outcomes.- Update appropriate metrics using company-defined tools.Required Technical and Professional Expertise- Bachelor’s degree or equivalent experience- 2+ years in a client relationship role managing multiple clients within a portfolioPreferred Technical and Professional Expertise- Must have CSM experience- Willingness to learn technical products.- Experience working in a SaaS company.- Energetic and a team player.- Knowledge of the IT industry and finance.- Experience in Technology Business Management (TBM) and/or IT finance areas
