You:

You want our customers to experience software that works and works well all of the time. You are savvy about software and a quick study on complicated, technical topics. You’re clear-thinking and it shows in your communication. You build relationships and like working across teams. Because you love establishing systems and creating order, you enjoy being where there are lots of balls in the air… all the better for your skills to have a huge impact.

Us:

We want to stay ahead of the curve as we acquire customers. To scale, we can’t afford to let issues pile up or miss chances for systematic improvements. We’re trying to build a machine that can take on and keep customers for little marginal cost and to do that, we need to take all of the exceptions seriously.

What we want you to do:

• Oversee service quality

o Devise an effective “Livesite” meeting structure and cadence; run the meeting and manage the follow-ups
o Own and shape the process for root cause analysis, coordinate and support the effort and manage the follow-ups; help us build an effective root-cause culture
o Determine useful quality of service metrics and implement them or work with engineers to get them implemented
o Monitor service quality status and report weekly to team management in a useful and actionable way
o Identify gaps in our service monitoring and coordinate with engineering teams to fill them
o Request and justify hotfixes and prioritized bug fixes

• Communicate service quality

o Record and communicate uptime and SLA compliance to support; understand and work to improve when and how this is communicated to customers
o Identify need for, and publish/maintain, customer “known issue” messaging
o Represent us at the weekly escalation meetings (drawing in support from development management as required)
o Devise systematic improvements to improve communication about service quality into and out of the products and engineering teams

• Systematically improve the issue resolution experience

o Work to minimize support calls and maximize customer satisfaction when they happen
o Know much about our product capabilities
o Immediately scan and triage all incoming cases
o Head off difficult cases: advise, escalate, chip in
o Find hotspots for customer support calls (and drive their elimination by arguing for solutions in the code, with ROI)
o Speak in the language of the customer when helping CS, talking directly with customers in escalated support situations and in Apptio Community
o Monitor and escalate cases that are not getting sufficient attention
o Track and manage escalated customers and cases
o Identify opportunities to improve front-line support (ex: training gaps) and execute or work with support leadership to execute; help to develop and institutionalize KBs
o Contact appropriate CS staff about problematic account situations before escalation

• Coordinate across Products & Engineering

o Coordinate inter-product testing and quality
o Take queries that have unclear ownership and resolve or assign
o Know people and be known by people; be available and helpful

• Help operate the system

o Provisioning support (the system is automated, but somebody owns handling it when it fails, instructing people on how to use it and driving improvements back into the system)
o Monitor and coordinate tenant de-provisioning
o Perform other manual operational tasks as required
o Drive efforts to minimize need for manual, operational tasks
o Monitor and report on usage, identifying early-warning symptoms and opportunities; work with CS to leverage this information
o Monitor contractual whitespace and compliance; communicate this to Sales

Basic Qualifications:

• Familiar with Apptio IT Planning product functionality and proven ability to rapidly attain expertise in comparable software
• Experience with and comprehension of underlying principles for standard software support and maintenance methodologies
• Experience interacting with customers; professional demeanor; able to calm escalated situations

Preferred Qualifications:

• Proactive, unafraid; happy working across ambiguous responsibility lines
• Curious, invest in self-learning
• Self-managing
• Excellent inter-personal skills
• Systematic, critical thinker able to identify anomalies, find patterns and draw robust conclusions
• Crystal clear, unambiguous, precise communicator in spoken and written word

**Apptio benefits include Company-Paid employee health, dental, vision, life, disability insurance and generous contributions to a health savings account. We also offer participation in a flexible spending account, 401k, employee stock purchase plan and other voluntary programs.

The Company

Apptio is the business management system of record for hybrid IT. We transform the way IT runs its business and makes decisions. With our cloud-based applications, IT leaders manage, plan and optimize their technology investments across on-premises and cloud. With Apptio, IT leaders become strategic partners to the business by demonstrating value of IT investments, accelerate innovation and shift their technology investments from running the business to digital innovation. Hundreds of customers choose Apptio as their business system of record for hybrid IT. For more information, please visit www.Apptio.com.

Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.