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
- 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. Implementation can take place online or on-site, depending on customer preferences and global conditions
- Ensure that each clients 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, the Implementation Specialist is responsible for acting as the primary point of contact for the new customer or prospect and initiating the implementation process as quickly as possible
- Discover Customer Needs and Goals
· While receiving a lot of information from the pre-sales team, the implementation specialist delves deeply into the requirements, needs and desires of the client, collects all the missing information, performs the final mapping of the process and structure, identifies the client's priorities and determines the implementation success criteria
- Configure Targetprocess Solutions
· Once the customer's primary goals identified, the Implementation Specialist will use this information to create a custom TargetProcess solution, that is, customize the tool according to the customer's needs. Building a solution involves the following activities:
o Install solutions from templates and adapt them
o Create custom views, reports and dashboards
o Configure process parameters and settings
o Create custom automation rules and metrics
o Set up integrations with external tools (Jira, Azure DevOps, etc.)
- 3-5 years of experience in leading customer-facing implementations/ onboarding for a Saas product.
- A detailed and results-oriented approach is needed 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
- Ability to professionally advise on best practices and approaches described in scaled agile frameworks (primarily SAFe, additionally LeSS, DoD, Scrum of Scrums, etc.)
- Experience of working as an agile coach is a huge advantage
- Comprehensive Technical Capabilities
- Ability to work on a highly configurable platform
- Capable of learning how to write basic filters, automation rules and calculation formulas, understand data models, and read simple javascript code in no time
- Experience of working as a developer or tester is a significant advantage
- Presentation and Coaching Skills
- Deliver training and workshops
- Excellent communication skills
- Implementation experience is highly appreciated
- Troubleshooting
- Solve complex process issues
- Ability to identify root causes of problems, communicate information effectively to support and development teams, and find solutions is a valuable skill
- Ability to Multitask
