Our Senior Cloud MSP Technical Account Managers help partners onboard customers onto the Cloudability solution to help them transform their IT organizations. The Senior Cloud MSP TAM will support the partner in understanding how to design and deploy an effective Cloud Cost Management strategy leveraging Apptio’s suite of Cloud Products and services and ensure that their customers can maximize their benefits while driving cloud revenue for the partner. They will also take the lead in defining the services and the operating model to successfully support our partners.
Our team of Cloud MSP TAMs act as trusted advisors to Apptio’s Cloud partners by enabling them to use Apptio’s Cloud MSP 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 MSP TAM manages a portfolio of partners with a focus on understanding their current capabilities and expanding the use cases they provide to their customers to optimize benefits and cloud spending under management. The success of the team and each individual is measured by the renewal of the Apptio solution. The Senior Cloud MSP 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.
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 Senior Cloud MSP Technical Account Manager (TAM) has a strong technical aptitude, loves to problem solve, and enjoys being challenged by partner requirements, all against a backdrop of an ever-changing product feature and commercial landscape. The Senior Cloud MSP TAM will be the primary point of contact for product adoption with a focus on accelerating time to value for both the partner and their customers. The role will be responsible for delivering technical guidance and best practices on the Apptio products through mentoring on solution design, performance, and scalability, as well as supporting the partner to create new services to maximize cloud spend by its customers.
Supporting MSP’s is a new service for Apptio, and as such the successful candidate will also take on the responsibility of defining the day-to-day activities, processes and KPIs required to deliver this service by future Cloud MSP TAMs. The individual will define the operating model, health metrics and success criteria required to ensure partners are receiving the right level of service to be successful and grow their business using the Apptio MSP solution.
Required education
None
Preferred education
Bachelor's Degree
Required technical and professional expertisePrimary Responsibilities
- Define the MSP service and operating model including key metric such as customer health.
- Develop any artifacts and best practices required to support Partners to successfully leverage the Apptio solution to grow their business.
- Primary technical resource engaging with partners to ensure the success of their client to achieve FinOps outcomes.
- Enables Partner to be technically self-sufficient in using and administering Cloudability.
- Expert with Cloudability, underlying technology, configuration, and general use.
- Provides technical account management, technical advisory, and relationship oversight for strategic channel accounts from individual contributors to senior leadership levels.
- Understands and guides Cloudability use around unique offerings of each partner’s client base.
- Works with partners to interpret Cloudability data and direct resources, education, and support to expedite and drive success.
- Collaborates with partner’s Service Delivery teams to further build out the platform the customer is leveraging.
- Acts as a technical resource and quarterback to the end client for custom outcomes when appropriate.
- Works with partners to provide insight into future Apptio technology enhancements.
- Support the planning and coordination of platform updates that will involve the partner.
- Ensure the client is accredited to baseline threshold training requirements.
- Collaborates with Channel Account Manager to ensure our Partners are being retained and growing over time.
- Act as a technical point of escalations for any incidents occurring in the partner’s environment.
Internal facing efforts:
- Provides technical feedback to the Product Management, Content Management, and Partners team to develop partner boilerplates that can be used across all partners.
- Provides feedback to Apptio Partners management about partner success, pain points, growth opportunities.
- Evaluates partner capabilities and scorecards KPIs to inform Partner leadership how to direct resources to grow the partner business.
- Collaborates with Services Partners Manager to mature partner programs with feedback from the field.
- Identifies collaterals and key technical content to be available for service delivery partners (not limited to playbooks, FAQs and How-to Guides).
- Raises developments in partner relationships to Partner and Channels Directors.
Preferred technical and professional experienceBasic Requirements:
- 2+ years’ experience working with similar MSP products, in a customer supporting role.
- Degree in fields such as Business, Economics, Accounting, Data Analytics, or Computer Science preferred.
- 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.
- TAM experience with working with Managed Service Providers on Cloud SaaS products.
- Experience of CSP Partner Billing (AWS, Azure, GCP).
- Comfortable learning new products and processes.
- Client-focused attitude.
- Revenue growth mindset.
- 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 up to C -level.
- 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.
Technical Skills:
- Strong to expert hands-on data analysis skills using exploratory or scripting tools.
- Skilled at quickly detecting and resolving data-related issues.
- Understanding of Cloud IT infrastructure concepts.
- Certifications from AWS, Azure, GCP, or OCI are a plus.
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.
ABOUT BUSINESS UNIT
IBM 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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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 every day, 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 every day 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.
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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.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Job Title: Technical Account Manager - Cloud MSP
Job ID: 5210
City / Township / Village: London
State / Province: London
Country: United Kingdom
Work arrangement: Hybrid
Area of work: Employment type: Regular
Position type: Professional
Up to 20% or 1 day a week
Company: (8660) IBM United Kingdom Limited
Shift: General (daytime)
Is this role a commissionable/sales incentive based position?
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