Introduction
Your Role and Responsibilities
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.
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.
Your role and responsibilities
As a Delivery Consultant, you will work closely with IBM clients and partners to design, deliver, and optimize IBM Technology solutions that align with your clients' goals. In this role, you will apply your technical expertise to ensure world-class delivery while leveraging your consultative skills such as problem-solving issue- / hypothesis-based methodologies, communication, and service orientation skills. As a member of IBM Technology Expert Labs, a team that is client focused, courageous, pragmatic, and technical, you'll collaborate with clients to optimize and trailblaze new solutions that address real business challenges.
If you are passionate about success with both your career and solving clients' business challenges, this role is for you. To help achieve this win-win outcome, a 'day-in-the-life' of this opportunity may include, but not be limited to...
-Solving Client Challenges Effectively: Understanding clients' main challenges and developing solutions that helps them reach true business value by working thru the phases of design, development integration, implementation, migration and product support with a sense of urgency .
-Agile Planning and Execution: Creating and executing agile plans where you are responsible for installing and provisioning assets, testing, migrating to production, and day-two operations.
-Technical Solution Workshops: Conducting and participating in technical solution workshops.
-Building Effective Relationships: Developing successful relationships at all levels -from engineers to CxOs-with experience of navigating challenging debate to reach healthy resolutions.
-Self-Motivated Problem Solver: Demonstrating a natural bias towards self-motivation, curiosity, initiative in addition to navigating data and people to find answers and present solutions.
-Collaboration and Communication: Strong collaboration and communication skills as you work across the client, partner, and IBM team.
This job can be performed anywhere in the U.S.
Required technical and professional expertise
Required Professional and Technical Expertise
Basic Requirements:
Bachelor's 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 technical and professional experience
Technical Skills:
Strong to expert hands-on data analysis skills using exploratory or scripting tools like MS Excel, SQL, Databricks, Python, R, or equivalent
Skilled at quickly detecting and resolving data-related issues
Experience with utilizing REST APIs to interact with SaaS applications is a plus
Knowledge and application of relational database concepts
Understanding of Cloud IT infrastructure concepts
Certifications from AWS, Azure, GCP, or OCI are a plus.
IBM is committed to creating a diverse environment and 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.
