Senior Strategic Customer Success Advisor (Remote)

Job title: Senior Strategic Customer Success Advisor (Remote) in USA at IBM
Company: IBM
Job description: IntroductionA career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions.We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes.IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.Your role and responsibilitiesCustomer 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 IBM 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 IBM 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 held bi-weekly/monthly.
• Use of 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.
• Provide timely account or executive summary status reports both to customers and IBM Apptio Executives.
• Develop and maintain long-term relationships with stakeholders in the account portfolio, where appropriate, by networking between customers, partners, and IBM 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 knowledge base & best practices leveraged by IBM 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 practices.

Required educationHigh School Diploma/GEDPreferred educationBachelor's DegreeRequired technical and professional expertise

• 10+ years' experience of Program Management, Portfolio oversight, or Consulting experience that was customer executive facing experience with cloud-based/SaaS solution offerings.
• Specific knowledge and application of cloud, public cloud, technology services, and financial management including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application/ infrastructure/services/product support.
• Operational knowledge of IT Portfolio management including traditional (waterfall) and agile delivery (SAFe, Scrum, Kanban).
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of a customer's organization.
• Creatively solve problems with limited input and resources in a fast-paced, high-pressure environment.

Preferred technical and professional experience

• 15+ years of experience in Big-4 consulting, or within the IT Finance, Cloud and/or Technology industry as CIOs/SVPs/Directors.
• Experience in the IBM Apptio Suite of products (Cloudability, Turbonomics, Costing and Planning, Target Process)
• Working knowledge in 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.IBM 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.OTHER RELEVANT JOB DETAILSIBM 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

We consider qualified applicants with criminal histories, consistent with applicable law.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.IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.Job TitleSenior Strategic Customer Success Advisor (Remote)Date posted13-May-2025Job ID33232City / Township / VillageNo CityState / ProvinceMissouri, South Carolina, Georgia, Florida, South Dakota, Minnesota, Tennessee, Illinois, Ohio, Texas, Hawaii, Montana, Iowa, New York, North Carolina, Idaho, Virginia, North Dakota, Alaska, Alabama, Arkansas, Colorado, Michigan, Oklahoma, Oregon, Pennsylvania, Utah, Indiana, Arizona, Kentucky, Washington, Mississippi, Massachusetts, Maryland, Delaware, Kansas, Louisiana, Vermont, Nebraska, Wisconsin, New Mexico, Nevada, California, New Jersey, Connecticut, West Virginia, Rhode Island, Maine, New Hampshire, WyomingCountryUnited StatesWork arrangementRemoteArea of workConsultingEmployment typeRegularContract typeRegularProjected Minimum Salary per year151,000.00Projected Maximum Salary per year260,000.00Position typeProfessionalTravel requiredUp to 20% or 1 day a weekCompany(0147) International Business Machines CorporationShiftGeneral (daytime)Is this role a commissionable/sales incentive based position?No
Expected salary:
Location: USA
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