(Sr.) Program Manager Value & Governance (Customer Success) Position Available In Durham, North Carolina

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

RESEARCH TRIANGLE

PARK, Armonk, Raleigh, BELLEVUE, New York, North Carolina, Washington, United States
IBM Software
Professional
Introduction
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.
Your role and 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.
  Required education
  High School Diploma/GED
  Preferred education
  Bachelor’s Degree
  Required technical and professional expertise
• 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 – from early career individual contributors to technical administrators, to CxOs – with experience of navigating challenging debate to reach healthy resolutions.

Multi-Scale Visionary:

Proven experience and skills at both building/optimizing for big picture outcomes and foundational detail excellence of programs & processes. Keen eye for optimizing to make easier/simpler/better while continuing quality of the entire program.

Departmental Expertise:

Experience working with or within Customer Success / Post Sales, including roles such as Customer Success Managers, Enterprise SaaS Onboarding roles, TAMs, Customer Advisors, etc.
Preferred technical and professional experience

• 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.

ABOUT BUSINESS UNIT

IBM 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

@ IBM
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