Apptio - Technical Account Manager

Introduction
IBM’s Industry Consultants are essential to our clients as they work to reinvent themselves for the future. Join our highly visible and highly skilled team of global consultants as we strive to accelerate sales deliver client engagements and build IBM’s market eminence. If you are a forward-thinker and a curious intellectual we welcome you to apply for your next exciting career challenge!

Your Role and Responsibilities
Primary responsibilities
• 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 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
Note:
The list above includes the primary responsibilities of the role but is not exhaustive. Other tasks duties and responsibilities may be assigned as needed.

Required Technical and Professional Expertise
• 3+ 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.
• 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
• 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

Preferred Technical and Professional Expertise
Degree in fields such as Business Economics Accounting Data Analytics or Computer Science preferred.