Job title: Customer Success Consultant – IBM Planning Analytics / TM1

Location: Richmond, London
Working Pattern: Hybrid – 3 days in the office, 2 days working from home
Contract Type: Permanent, Full-Time
Salary: £50,000 – £65,000 + Bonus & Benefits

Company

Our client is an established finance transformation consultancy specialising in financial planning, analytics and technology-led solutions. They help organisations optimise their finance functions, improve decision-making and maximise the value of their planning and forecasting systems.

With a collaborative culture, flat organisational structure and strong emphasis on employee experience, our client offers the opportunity to work closely with experienced technical professionals while contributing to the growth of an expanding Managed Services offering.

Role Description

Our client is seeking a technically capable and customer-focused Customer Success Consultant to join their growing Managed Services team. This newly created position will focus on the ongoing maintenance, support and continuous improvement of customers' IBM Planning Analytics (TM1) environments, ensuring reliable system performance and a consistently high standard of service.

The successful candidate will combine hands-on technical troubleshooting with customer engagement, taking ownership of support requests, investigating underlying issues and delivering effective solutions. Working across multiple customer environments, they will gain exposure to a variety of planning models and business processes while contributing to the development and continuous improvement of the Managed Services function.

Role Responsibilities

• Provide first and second-line application support, maintenance and administration for customer IBM Planning Analytics (TM1) environments.

• Investigate and resolve technical issues, tracing data through dashboards, reports, cubes, rules, TurboIntegrator processes and underlying source data.

• Take ownership of customer support tickets, ensuring effective troubleshooting, clear communication and timely resolution or escalation where required.

• Maintain customer environments, including security, metadata, processes and technical documentation, ensuring system reliability and operational stability.

• Support customers through recurring planning, budgeting, forecasting and reporting cycles, completing routine service activities and system health checks.

• Implement standard changes, enhancements and development activities within existing Planning Analytics solutions as required.

• Build trusted customer relationships, providing technical guidance and identifying opportunities to improve existing solutions and deliver additional value.

• Contribute to the improvement and standardisation of Managed Services processes, including opportunities for automation and operational efficiency.

Essential Skills & Experience

• Hands-on experience with IBM Planning Analytics / TM1, including application support, maintenance, troubleshooting or development.

• Strong understanding of TM1 architecture, including cubes, dimensions, rules, TurboIntegrator processes and reporting components.

• Ability to investigate technical issues across Planning Analytics environments, trace data through underlying models and identify root causes.

• Strong analytical and problem-solving skills, with experience maintaining and supporting existing planning solutions.

• Excellent customer communication, organisational skills and a proactive approach to issue ownership and service delivery.

Desirable Skills & Experience

• Previous experience in a TM1 application support, Managed Services or technical consulting environment.

• Exposure to financial planning, budgeting, forecasting or performance management systems, ideally across multiple customer environments.

• Experience with system enhancements, process automation, technical documentation or related analytics and data integration technologies.