(Sr.) Program Manager Value & Governance (Customer Success)

About the position

This role resides within Apptio, a software division within IBM that provides the industry leading enterprise software for Technology Business Management, Cloud cost optimization, and scaled Agile software. As a member of the global team within Apptio's Customer Success (Post Sales) department you will impact how the global teams operate, as well as how we document/recognize the reasons customers buy our products and the value they receive.

Responsibilities

• Own programs and lead key initiatives related to customer use cases, customer's time-to-value, key departmental initiatives, and operational excellence in adherence to process.
• Collaborate deeply cross-functionally, as you influence to drive agreement & consistency in owned programs and initiatives.
• Common collaboration teams include Product Management, Product Marketing, Customer Success Senior Leaders, Education, and every level in the Customer Success & Professional Services organizations.
• Optimize current programs and build new initiatives to improve how our department operates and how we document/recognize the value our customers receive.

Requirements

• 6+ years of experience in Program Management, Project Management, Customer Success, Consulting, or Engineering role for medium to large scale business SaaS company.
• Demonstrative experience in owning large scale programs, both from initial creation to inheritance and running/optimizing standing programs.
• Expert level skills with common corporate tools: Excel, Word, Outlook, PowerPoint, etc.
• Intermediate skills with common enterprise tools: Salesforce, Tableau, MS Teams, various project management tools (Workfront, Monday.com, MS Project, etc.).
• Exemplary skills in communication, organization, analytics, and problem-solving.
• Effective presentation skills with experience presenting to large-scale audiences, as well as senior executives.
• Success in Communication and Relationship Building: Demonstrable success in communication and personal relationship development at all levels.
• Multi-Scale Visionary: Proven experience and skills at both building/optimizing for big picture outcomes and foundational detail excellence of programs & processes.
• Departmental Expertise: Experience working with or within Customer Success / Post Sales.

Nice-to-haves

• Experience with IBM Apptio, IBM Cloudability and/or Targetprocess product families.
• Technology & Domain Expertise: Experience working with a broad spectrum of domains and technology solutions including Enterprise SaaS, IT, Finance, IT Financial Management, Cloud, Cloud Financials, FinOps, TBM, Scaled Agile.
• Certifications for project/program management: Project or program certifications including but not limited to PMP, CMMI, Scrum Master or Agile Project Management.
• MBA or other advanced schooling on relevant topics.