[Business Description]
- Develop a thorough understanding of Apptio products, including:
Deployment and maintenance best practices
Value proposition and sales messages
Out of the Box reporting
- Work with the Professional Services team to ensure all customers complete the onboarding process.
- Create an onboarding/rollout plan with each customer to expand public awareness of Apptio products.
- Support customer needs across departments.
- Effectively communicate technical knowledge and operational excellence, educate customers on best practices, and ensure a healthy platform is maintained.
- Understand and educate customers on the activities required to maintain the Apptio platform.
- Ensure customers are confident in implementing Apptio throughout their organization.
- Educate customers on new features (platform and applications).
- Monitor active tickets and work with the support team for timely resolution and escalation as needed.
- Ensure customers are able to support the product operationally and review usage metrics to evolve the customer experience within Apptio.
- Encourage customers to leverage the Apptio Community at every opportunity.
- Communicate effectively and collaborate with Apptio's sales team to improve customer outcomes.
- Update appropriate metrics using company-defined tools.