IBM Cloud Technical Account Manager

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities

We are seeking an experienced and highly motivated Technical Account Manager to join the IBM Cloud Support organization. Within this role you will have the opportunity to help advise strategic clients on their IBM Cloud strategy and build mind-share with a broad set of talent across IBM Cloud Support. The ideal candidate must be self-motivated with a proven track record of client success with proactive strategic advisory regarding technical challenges of enterprise workloads on IBM Cloud. As a Technical Account Manager (TAM) at IBM you will play a pivotal role in building and maintaining strong relationships with our valued Cloud clients. Your primary focus will be on understanding their technical needs ensuring the successful implementation of IBM solutions driving prompt resolution to their critical support requests and serving as their trusted advisor throughout the client lifecycle. You will need to have a proactive mindset with the client vision to foresee and prevent any obstacles within IBM Cloud to ensure our client is successful.

Customer Relationship Management:
· Build and nurture strong collaborative relationships with key stakeholders in client organizations.
· Act as the main point of contact for technical inquiries support and issue resolution.
· Perform regular business reviews with clients that cover many aspects including support ticket analysis service levels metrics and client environment performance.

Technical Expertise:
· Develop a deep understanding of your client’s technical environments challenges and goals.
· Provide technical guidance and support leveraging your expertise in IBM’s products and services. · Build and maintain client reference materials to assist facilitation and streamline client projects. · Keep the client informed of key IBM information that may be critical to their success (e.g. product roadmaps new product releases client events or organizational changes). Solution Implementation:
· Collaborate with clients to understand their business objectives and align IBM Cloud solutions to meet those objectives.
· Oversee the successful implementation of IBM Cloud technologies ensuring a seamless integration with the client’s infrastructure.

Issue Resolution:
· Proactively identify and address technical issues working closely with internal teams (Technical Support Network Operations Systems Engineering Product Development Product Management Sales and Executive Leadership) to provide timely and effective solutions.
· Serve as an escalation point for critical technical challenges facilitating swift resolution.
· Identify and report to executive level on any critical issues your client faces.
· Complete necessary Root Cause Analysis to identify and alleviate any underlying systemic issues.

Communication:
· Clearly communicate complex technical information to both technical and non-technical audiences.
· Provide regular updates to clients on project status issue resolution and upcoming enhancements.
· Deliver timely crisp internal executive updates on progress detailing with percision the status and next action plan.

Account Growth:
· Identify opportunities for upselling or expanding IBM Cloud services within existing client accounts. · Collaborate with Sales teams to ensure client satisfaction and contribute to the growth of the business.

Required Technical and Professional Expertise

Minimum Required Professional and Account Management Expertise:
– 5+ yrs. Experience in technical service/relationship management.
– 5+ yrs. Experience in client facing role or professional consulting role.
– Experience managing priority/top accounts in technology industry.
– Fundamental knowledge/overview of industry Cloud technologies.
– Excellent communication presentation and interpersonal skills.
– Proven track record of leading large-scale cloud transformation projects in complex client enterprise environments.

Minimum Education:
– BA/BS technical degree or equivalent work experience.
– Bachelor’s degree in Computer Science Information Technology or a related field (or equivalent work experience).

Required Soft Skills:
– Excellent communication and presentation skills with the ability to influence and persuade senior stakeholders.
– Strong analytical and problem-solving abilities with a strategic and solution driven mindset.
– Ability to work independently and manage multiple priorities in a fast-paced environment.
– Strong verbal and written communications skills are a must as well as the ability to work effectively across internal & external organizations and virtual teams.

Preferred Technical and Professional Expertise

Technical and Professional Requirements: – Understanding of System administration/network layouts mid/large IT environments.
– Deep understanding of cloud architecture principles including multi-cloud and hybrid cloud strategies. – Knowledge of the underlying infrastructure requirements such as Networking Storage and Hardware Optimization
.
– Hand’s-on experience with Cloud Strategy Consulting Modernization Containerization and Well-Architected Concepts
. – Experience experience with IBM Cloud including Cloud Paks Kubernetes OpenShift Watson AI and IBM Cloud Infrastructure.
– Track record of implementing IBM Cloud services in a variety of business environments such as large enterprises.
– PMP/ITIL Foundation/PRINCE2/Agile Methodology certification.

Additional Education: – A Master’s degree is a plus.

Certifications: – IBM Certified Solution Architect Cloud Solutions or IBM Certified Cloud Technical Advisor is highly desirable. – Additional certifications in cloud technologies (e.g. AWS Azure Google Cloud) are a plus.