What are the responsibilities and job description for the Technical Account Manager, Apptio Cloudability position at IBM?

Introduction

Our Cloud Technical Account Managers help customers transform their IT organizations by helping them understand how to design and deploy an effective Cloud Cost Management strategy leveraging Apptio's suite of Cloud Products and services and ensure that customers are able to maximize their investment.

Our team of Cloud TAMs act as trusted advisors to Apptio's Cloud customers by enabling them to use Apptio's Cloud products to achieve their business objectives. We have a diverse team with varied backgrounds, but some common attributes that lead to success are a fearless disposition towards adopting and learning new technologies and tools, an easy facility with navigating and troubleshooting large multi-dimensional data, paired with the interpersonal skills and business acumen to help uncover and understand business goals and technical requirements. These goals and requirements are then turned into actionable plans to drive quick value for our customers. Good project management and stakeholder management skills help members of our team thrive and succeed in this fast-paced environment. We partner with customers to develop and execute success plans : organizational, programmatic and technical strategies to meet their business objectives and stakeholder goals.

Each Cloud TAM manages a portfolio of customers with a focus on optimizing their current capabilities and expanding their use cases by providing them with deep technical mentoring in support of their Cloud initiatives on their roadmap. Success of the team and each individual is measured by the renewal of the Apptio solution. The Cloud TAM will form close partnerships with our Account Managers, Product Management, Engineering and Support teams to contribute to the ongoing success of our customers, as well as identify upsell opportunities.

Our values :

Act with Transparency

Promote Accountability & Collaboration

Produce Outstanding Results

Tackle Challenges & Navigate Ambiguity

Inspire Customers

Appreciate & Respect our Differences

Never Stop Growing & Learning

Your role and responsibilities

We are looking for someone to join a team of people who are bright, proactive, and passionate about making their customers wildly successful. This person loves working with customers, guiding them, answering questions, and building great relationships with rapport and credibility. The Cloud Technical Account Manager (TAM) has a strong technical aptitude, loves to problem solve, and enjoys being challenged by complex technical questions, all against a backdrop of an ever-changing product feature landscape. The Cloud TAM will be the primary point of contact for product adoption with a focus on accelerating the customer’s time to value and will deliver technical guidance and best practices on the Apptio products through mentoring on solution design, performance and scalability.

This job can be performed from anywhere in the US.

Required technical and professional expertise

Basic Requirements :

Degree in fields such as Business, Economics, Accounting, Data Analytics, or Computer Science preferred.

Experience in an enterprise-level B2B customer-facing role with responsibility for problem resolution and customer success.

High-level knowledge of enterprise IT organizational, business, and technical environments

Prior experience in enterprise Software-as-a-Service (SaaS) support or implementation is a plus.

ITIL or equivalent & project management skills and experience a plus.

Essential Skills :

Comfortable learning new products and processes

Client-focused attitude

Excellent communication skills demonstrated through an ability to build relationships and communicate complicated technical concepts in easy-to-understand terms.

Ability to communicate and present effectively over the telephone, via web-based presentations and / or in person

Strong attention to detail and excellent analytical, data analysis, & problem-solving skills

Strong relationship-building skills with customers and across company departments

Excellent organizational skills and ability to multi-task across multiple streams of work

Proactive, resilient and resourceful when solving complex problems

An understanding of customers’ business initiatives and FinOps best practices

Ability to work well with others in a high-pressure environment

Preferred Professional and Technical Expertise