Job DescriptionOverview
You:
A Customer Success professional with demonstrable experiences delivering change across both process and automation in our global business. You will be responsible for defining, prioritizing, and accepting the work required by our global CS team in order to ensure we are implementing best practices, receiving the benefits of automation and measuring our business by utilizing our key tooling - SFDC and Gainsight.
Youreffort is important for the company as you will need to deliver a product not just meeting user requirements but also to support our Chief Customer Officer's strategic vision for company growth. You have a reputation in your current company as someone who "gets things done, and done well" and with whom others enjoy working.
Us:
Global Business Operations is tasked with transforming our current practices, processes and tooling to meet rapid growth across the organisation. In conjunction with our Global Practices group who are responsible for defining the strategy and IT who are responsible for deployment, we are a business partner to our Customer Success organisation responsible for optimizing our business practices.
Responsibilities
Work with internal and external customers to analyze their needs during the visioning and concept development and ensure product roadmap is aligned to strategic goals
Owns the Gainsight product roadmap and acts as the focal point to our vendor relationship
Act as an ambassador for Gainsight internally and externally and as the primary contact for queries related to the product
Develop scope and define backlog items that guide Apptio's Agile software development team
Solve product related problems, make decisions, complete trade-off analysis to stay on track towards business deliverable commitments
Draft key objectives and strategies and ensure the data is available in product for data driven business decisions
Possess a fundamental understanding of end-to-end customer success integration and dependencies
Qualifications
5+ years professional work experience, including at least 3 years experience working for a software services or consulting organization in the Customer Success Organization
Strong understanding of Customer Success processes, key metrics and operational excellence
Understanding of Agile practices, Lean Startup, new technologies opportunities and other new trends.
Analytical and problem-solving skills supported with Organizational and time management skills
Demonstrate strong understanding of change management best practices
Must be able to demonstrate a high degree of knowledge of Gainsight
Outstanding communication, presentation and leadership skills
Bachelor's Degree in Business Administration, Finance or Accounting or equivalent work experience.
Preferred Qualifications
Gainsight Certified Administrator for NXT
A Creative and strategic thinker
Experience of Product Management
Consistently operate in an attitude of partnership and collaboration
History of developing strong relationships cross-functionally and promoting company culture and values
Works well with all kinds of people and contributes to an enjoyable work environment
Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.