Your Role and Responsibilities

The Senior (Sr) Strategic Customer Success Advisor (Advisor) will be responsible for providing consultative guidance to our most strategic customers to ensure successful adoption and expansion of the Apptio product suite. By developing and maintaining a high level of customer engagement, the Advisor will partner with Account Management (sales), the Customer Success Manager and other Apptians or partners assigned to the account to foster long-term strategic relationships to ensure every customer realizes full value from their investment with Apptio.

With deep multi-domain expertise and an understanding of customer challenges, Advisors leverage their strategic leadership and operational capabilities to help customers develop their Technology Business Management (TBM), Agile and/or FinOps objectives while driving operational excellence and program governance. Advisors engage broadly across organizations, focusing on C-Level executives and other Tech and Business leaders.

Advisors 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/FinOps internally sustainable. For all levels of customer TBM/FinOps maturity, Advisors will help to accelerate and mature the customers knowledge, adoption, value realization, and expansion.

You:
Innovation
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, Cloud, Digitization, Product, Agile industry drivers, trends, and technologies
Organizational efficiency and operational excellence
Driving innovation in the TBM/Cloud/Agile domains
Translation of business initiatives and challenges into actionable roadmap and solutions defining use cases leading to measurable value outcomes
Leadership & Influence
Strong self-starter with the ability to build a network within Apptio as well as with the Executives in your assigned portfolio of customers
Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of a customer's 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, Agile and Cloud 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
Effectively manage deadlines
Technology Delivery
Working knowledge of Technology delivery frameworks and methodologies (i.e., ITIL, Waterfall, Agile etc.)
Working knowledge of FinOps and public cloud (i.e., AWS, Azure, Google)
Operational knowledge of Portfolio management (i.e., SAFe, Scrum, and Kanban)
Consultative approach, including the ability to translate customer needs into a roadmap, aligning use cases to defined value outcomes and client agreed metrics
Experience with implementing and supporting enterprise solutions (CRM, ERP, CMDB etc.)
IBM Apptio product knowledge with ability to quickly learn and demonstrate product capabilities in response to customer opportunities and needs

Us, what you'll 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 IBM Apptio solution
Understand and document customer process workflows that apply to TBM/Cloud/Agile domains and implement strategies that integrate IBM Apptio solutions to those processes
Identify risks to the customer achieving their stated business goals and develop, then execute, appropriate mitigation plans with the entire Apptio internal team assigned to the account
Mentor customers’ ability to become “insight hunters” by helping them realize measurable value by implementing use cases aligned to their corporate objectives and organizational focus
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
Build the relationship and develop the trust of your client’s executives to function as their strategic advisor
Evangelize Technology Business Management (TBM), Agile Portfolio and FinOps practices
Engage regularly with customers via workshops, operational and business reviews to evaluate needs and strategic direction and align with a clear roadmap. Business reviews with executives should be quarterly and status reports with operational teams should be bi-weekly/monthly
Use storytelling to highlight customer value augmented with technical expertise by demonstration in the IBM Apptio suite of products
Find, mentor, and develop process owners into TBM, Agile Portfolio and FinOps Champions
Align customers to the growing TBM, and FinOps markets and the standards being developed to support consistency and success in rolling out TBM, and FinOps Processes. Standards such as those vetted and published by the TBM Council (http://tbmcouncil.org) and the FinOps Foundation (https://learn.finops.org/)
Provide timely account or executive summary status reports both to customers and Apptio Executives
Develop and maintain long-term relationships with stakeholders in the account portfolio, where appropriate, by networking between customers, partners, and Apptio
Thought Leadership
Develop internal and external facing collateral (content) to:
Support customer adoption efforts
Lead Customer User Groups
Present at TBM /FinOps Conferences
Contribute the community with blogs, whitepapers, etc.
Teach the FinOps and/or TBM Exec cert courses
Expand 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”

Introduction

At IBM, we know that transformation drives change, and it is in our DNA to continuously transform. Our Business Transformation Consultants help drive large scale change that spans IBM business units and geographies. As a part of this team, you will have the unique opportunity to be a part of driving IBM’s ongoing transformation as a company that continuously innovates and leads the market.

Required Technical and Professional Expertise

• Education in a Technology, Finance, engineering, or business-related discipline
• 10+ years Program Management, Portfolio Oversight, or Consulting experience that was customer Executive facing
• Experience with cloud-based/SaaS solution offerings

Preferred Technical and Professional Experience

• 15+ years in Big-4 consulting, or within the IT Finance, Cloud and/or Technology industry as CIOs/SVPs/Directors
• Consultative style and ability to communicate technical concepts to people of all backgrounds and skill levels, especially at the C-Suite level
• Experience in the IBM Apptio Suite of products (Cloudability, Turbonomics, Costing and Planning, TargetProcess)
• 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
• 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 in several of the following areas:
• IT Financial Management
• Cloud Management
• IT Service and Portfolio Management
• Asset Management
• Vendor and Contract Management
• Technology Project and Portfolio Management
• IT Infrastructure Management
• Strategy and Planning
• Application Portfolio Management
• Agile Methodology

Required Education

High School Diploma/GED

Preferred Education

Bachelor's Degree

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.

Wonder if IBM is the one for you?

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.

Other Relevant Job Details

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), cash balance pension plan, 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, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized 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.

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.

Country/Region

United States

State / Province

MULTIPLE

City / Township / Village

MULTIPLE CITIES

Work Arrangement

Hybrid

IBM Business Group

Software

Primary job category

Consultant

Secondary Job Category

Other Consultant

Role ( Job Role )

Business Transformation Consultant

Employment Type

Full-Time

Contract type

Regular

Projected Maximum Salary

$243,000

Projected Minimum Salary

$161,000

Early Professional Track

Not Applicable - Professional Hire

Position Type

Professional

Travel Required

Up to 40% or 2 days a week (home on weekends- based on project requirements)

Company

(0147) International Business Machines Corporation

Is this role a commissionable/sales incentive based position?

No

ERBP

Yes

Company Label

IBM