Technical Account Manager

Introduction
We are looking for someone to join a team of people who are bright, proactive, initiative-takers who are passionate about making their customers wildly successful with cloud technologies. This person loves working with customers, guiding them, answering questions, and building great relationships with rapport and credibility to ensure benefits and outcomes are realized.

You build and maintain effective internal networks and operate in an open, collaborative, and cross-functional way to support a range of customers spanning those with basic knowledge to those with the most complex strategies. The Technical Account Manager (TAM) has a strong technical aptitude, loves to problem solve, and enjoys being challenged by complex technical questions.

As a TAM, you will be the customer’s primary point of contact for solution guidance, adoption and expansion of Apptio’s product suite and are tasked with becoming an expert on our core cloud spend optimization platform to help our customers leverage their platform to best manage their spending in the public cloud.

The Technical Account Manager operates as part of a wider Customer Success organization comprised of a number of different roles supporting a suite of applications to a broad range of customers, many of whom are FTSE 500 household names.

The role sits within a tight-knit group of technically minded individuals who provide the Account Management team with the technical knowledge required to maintain and develop deep customer trust and provide guidance on both the technology and best practices for cloud financial management and optimization through use of our Cloudability solution.

Your Role and Responsibilities

• Maintain a portfolio of customers as a TAM: oversee the adoption of Cloudability’s platform for customers as the tool to use for cloud financial management ranging from Visibility and Allocation to Optimization. Engage regularly with Director and C-Suite level customers as well as people from multiple divisions in an organization including Finance to DevOps.

• Perform basic training for new users and deep dive sessions for more experienced users. Monitor usage and use case execution, manage solution enhancement over the customer lifecycle, identify and react appropriately to risks to adoption. Execute Quarterly Business Reviews.

• Create and maintain Customer Success Plans that will allow us to track and report on value achieved to date and support future customer cloud strategies.

• Align with other Customer Success Management functions: drive operational efficiency and alignment across the Customer Success functions by working in close collaboration with other leaders on appropriate initiatives and activities to drive customer results.

• Coordinate with the Account Management Function: working alongside Account Managers to ensure alignment with the efforts of the Account Management team to maximize retention, adoption and customer satisfaction

• Act as the Customer Advocate: Serve as liaison between our customers and various Apptio teams as necessary to ensure that escalations and general feedback are understood and effectively handled; coordinate support case escalations efficiently and equitably and collaborate with other departments in the company to resolve customer issues in a timely fashion and maintain high levels of customer satisfaction

• Maintain Domain and Product Knowledge: Understand the business and technical problems the Apptio Cloudability solution addresses. Stay current on product roadmap as well as understanding the scenarios, features, and functions within each of the products and how these are applied to address business and technical problems. Stay current on Cloud industry trends.

Required Technical and Professional Expertise

• Candidates must have a degree in a technology, engineering or business-related discipline, or demonstrate equivalent work experience
• Most successful candidates will have proven experience in a TAM role in a SaaS organization
• Proven experience in B2B SaaS environment delivering against operational metrics focused on adoption and renewal, upsell and expansion, subscription services and margins
• Operate as a capable influencer with proven ability to build and maintain strong customer relationships within Enterprise class customers
• Proven experience managing a diverse portfolio of customers, meeting and managing customer expectations, driving customer value and driving adoption of best practices
• Proven experience identifying and addressing renewal risks and upsell opportunities
• Demonstrable ability to use logic and problem-solving methods to develop effective solutions
• Inquisitive, creative and hands on – able to identify opportunities and be willing to jump in ensure client success
• Team player who will innovate to continue improving the way Apptio Cloudability serves its customers
• Excellent organization, program/project management, time management, and communication skills
• Ability to travel up to 20% of the time

Preferred Technical and Professional Expertise

• IaaS knowledge:
  • AWS Certified Cloud Practitioner or higher
  • Google Certified Associate Cloud Engineer or higher
  • Microsoft Certified Azure Fundamentals or higher
• API Competency
• Experience within IT Finance and/or Technology departments
• Technical / hands on public cloud implementation experience
• Additional European language skills a significant plus

About Business UnitIBM 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.

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Location StatementIBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

Being You @ IBMIBM 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.