About the position
As an organization, IBM Apptio has a very strong culture; it is open, transparent, and very customer focused. Leaders in the organization consistently showcase the following key attributes and look to build teams that embrace these qualities every day: • Growth Mindset • Dealing with ambiguity and change • Take ownership and has accountability • Customer-focused • Foster an inclusive environment This role is working on Apptio TargetProcess product. We are developing a platform to support companies across the world in managing their work and processes. The product, sales and implementation cycle consist of several stages: • Presales: product demonstrations, proof-of-concept initiation and solution design, webinars and conferences, work with partners • Implementation: process mapping, solution design and implementation, proof-of-concept support • Training: train the trainers, hands-on workshops, preparation for the end-users rollout, Q/A sessions • Customer Success: customer support, health checks, new solutions implementation.
Responsibilities
- Apply knowledge of business processes and agile frameworks to help customers refine their work models and ways of working.
- Employ technical expertise to design and configure Targetprocess solutions according to the desired company process.
- Use communication and coaching skills to help users become familiar with the tool, ensure a great experience working with the software, and make sure they benefit from Targetprocess from day one.
- Work closely with the pre-sales, training and support teams, as well as participate in product improvements discussions with the development teams.
- Ensure that each client's solution is correctly structured, implemented, and deployed.
- Initiate Implementation once the pre-sales team has successfully closed the deal or a new proof-of-concept has been initiated.
- Discover Customer Needs and Goals by delving deeply into the requirements, needs and desires of the client.
- Configure Targetprocess Solutions by creating a custom TargetProcess solution based on the customer's primary goals.
Requirements
- 3-5 years of experience in leading customer-facing implementations/onboarding for a SaaS product.
- Detail and results-oriented approach to meet customers' needs and ensure a successful implementation.
- Ability to solve complex technical problems and skilled in customer interaction.
- Scaled agile frameworks knowledge and experience, primarily SAFe.
- Comprehensive Technical Capabilities including ability to work on a highly configurable platform.
- Presentation and Coaching Skills to deliver training and workshops.
- Troubleshooting skills to solve complex process issues.
- Ability to multitask.
Nice-to-haves
- Experience with data dictionaries, data analysis and relational databases.
- Skilled at working with large data sets, quickly detecting and resolving data-related issues.
- Experience with programming skills and data analytics e.g. Java/JSON, HTML, SQL, etc.
- Experience with work management systems e.g. Jira/ADO.
- Training/certification in SAFe or equivalent.
