IBM Jobs

Introduction

IBM's Industry Consultants are essential to our clients as they work to reinvent themselves for the future. Join our highly visible and highly skilled team of global consultants as we strive to accelerate sales, deliver client engagements, and build IBM's market eminence. If you are a forward-thinker and a curious intellectual, we welcome you to apply for your next exciting career challenge!

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 we want you to 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'

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 Expertise

• 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

About Business UnitIBM 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 @ IBMIn 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 IBMIBM'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 StatementIBM 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, 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 @ IBMIBM 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.