Sr Cloud MSP Technical Account Manager - Apptio

Introduction
Apptio’s 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 supportthe 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.

You:
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.

Your Role and 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

Required Technical and Professional Expertise

• 2+ years’ experience working with similar MSP products in a customer supporting role
• 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

Preferred Technical and Professional Expertise
Essential Skills:

• 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 upto 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