IBM Hiring for Cloud Technical Account Manager- Expert Labs Full Time

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.

• Be the primary product expert and be able to answer customer questions and manage objections related to Apptio Cloud product capabilities.
• Understand, in detail, the configuration of each customer’s Apptio Cloud implementation to proactively identify opportunities for configuration improvement and expanded feature usage.
• Deploy your technical skills in service of accelerated customer value attainment, including hands-on work leveraging Application Programming Interfaces (APIs) to perform mass-updates of key configuration components.
• Create value for customers by partnering to define success and building a joint plan with identified objectives, stakeholders, milestones, risks, and metrics needed to achieve their goals.
• Drive the successful adoption of Apptio’s suite of Cloud products to help customers realize the business value of our partnership and offerings.
• Work closely with the customer to ensure they become power-users of our solution, and perform remote training to the consumers as needed.
• Coordinate with Support, Product Management, R&D, and Customer Success to ensure the appropriate level of response to customer needs.
• Assist with driving Apptio best practices and sharing knowledge throughout the organization
• Act as customer advocate providing feedback on Product enhancements and requirements

Required Technical and Professional Expertise

• 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
• Client-focused attitude
• 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
• Multiple years of 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.

Preferred Technical And Professional Expertise

• 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

About Business Unit

IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.

We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBM

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.