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

IBM

Customer Service, Sales & Business Development, Operations

Posted on May 8, 2025

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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

In 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 IBM

IBM’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 DETAILS

IBM 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.