**Introduction** As a growing and evolving organization, EMEA CS is looking for someone who is able to bring experience, tenacity, and creativity into Apptio Branded Products in equal measure to drive success in the region. Our strength lies on our ability to collaborate; we challenge and encourage each other to think outside the box and come up with new ideas to improve Customer Success and drive wildly successful customers. **Your role and responsibilities** You an organized, passionate individual with previous customer-facing experience will bring your xetensive experience leading customers out of deployments and on to broad scale usage, managing the risks associated with successful adoption to secure renewals. You will be comfortable working independently across all levels within the organization, along with an appreciation of the demands of working within either IT or finance disciplines. The successful candidate will be able to adapt with a fast-moving organization and collaborate with technical and non-technical stakeholders, should be outcome focused and demonstrate excellent interpersonal and soft skills. Your day-to-day responsibilities include: · Relationship Builder: Develop and foster strong relationships with stakeholders, from operational teams to executives, ensuring a shared vision of success. · Technology Business Managemnet Expert: : learn TBM processes and different Apptio product offerings to understand how these should be leveraged to provide business value. Strive to understand the business problems Apptio IBM can solve in order to best manage the evolution of the customer solution and exceed their expectations, drive user adoption across the customer organisations. · Execution Leader: understand and document customer process workflows, develop and maintain customer roadmaps and success plans in collaboration with the customer; ensure all relevant metrics are reflective of customer health; develop plans to mitigate risks and seize opportunities. · Strategic Advisor: Partner with clients to understand their unique challenges and build, agree, then coach customers to deliver against their success plans to ensure achievement of roadmap targets. · Business Translator: Work closely with business and operational teams to transform requirements into actionable plans which drive value. · Customer Advocate: represent the customer’s needs and concerns internlly, ensuring their feedback is heard. · Problem Solver: proactively identify potential issues, before they become problmes and coordinate cross-functionally to troubleshhot and resolve in a timely manner. **Required technical and professional expertise** · Candidates must have a B.A. or B.S., ideally in a technology, engineering or business-related discipline, with most successful candidates having 3+ years as a Customer Success Manager or Technical Account Manager role in a SaaS organization · Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal, upsell and expansion, and professional services · Capable influencer with proven ability to build and maintain strong customer relationships at all levels within Enterprise customers across EMEA · Proven experience managing a demanding portfolio of customers, driving customer value and adoption through use case elicitation and roadmap execution · Proven experience identifying and addressing adoption risks and opportunities · Creative and hands on - willing to personally jump in and help manage customers, address challenges, seek win-win outcomes etc. · Team player who will innovate to continue improving the way Apptio serves its customers · Excellent organization, program/project /time management and communication skills · Must speak fluent English and Spanish with any additional languages considered a distinct benefit **Preferred technical and professional experience** · Experience within IT Finance and/or Technology departments, including Digital teams, Cloud Center of Excellence · Experience with analytics and big data insights · Experience positioning or selling software and/or services within software industry * One or more of the following knowledge areas is a plus: o PMP and/or Agile Methodology certification or relevant experience o Apptio IBM product knowledge o TBMA certification o FinOps certification o AWS/Azure/ GCP practitioner certification 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.