Technical Account Manager

Introduction
We are looking for someone to join a team of people who are bright proactive initiative-takers who are passionate about making their customers wildly successful with cloud technologies. This person loves working with customers guiding them answering questions and building great relationships with rapport and credibility to ensure benefits and outcomes are realized.

You build and maintain effective internal networks and operate in an open collaborative and cross-functional way to support a range of customers spanning those with basic knowledge to those with the most complex strategies. The Technical Account Manager (TAM) has a strong technical aptitude loves to problem solve and enjoys being challenged by complex technical questions.

As a TAM you will be the customer’s primary point of contact for solution guidance adoption and expansion of Apptio’s product suite and are tasked with becoming an expert on our core cloud spend optimization platform to help our customers leverage their platform to best manage their spending in the public cloud.

The Technical Account Manager operates as part of a wider Customer Success organization comprised of a number of different roles supporting a suite of applications to a broad range of customers many of whom are FTSE 500 household names.

The role sits within a tight-knit group of technically minded individuals who provide the Account Management team with the technical knowledge required to maintain and develop deep customer trust and provide guidance on both the technology and best practices for cloud financial management and optimization through use of our Cloudability solution.

Your Role and Responsibilities

• Maintain a portfolio of customers as a TAM: oversee the adoption of Cloudability’s platform for customers as the tool to use for cloud financial management ranging from Visibility and Allocation to Optimization. Engage regularly with Director and C-Suite level customers as well as people from multiple divisions in an organization including Finance to DevOps.

• Perform basic training for new users and deep dive sessions for more experienced users. Monitor usage and use case execution manage solution enhancement over the customer lifecycle identify and react appropriately to risks to adoption. Execute Quarterly Business Reviews.

• Create and maintain Customer Success Plans that will allow us to track and report on value achieved to date and support future customer cloud strategies.

• Align with other Customer Success Management functions: drive operational efficiency and alignment across the Customer Success functions by working in close collaboration with other leaders on appropriate initiatives and activities to drive customer results.

• Coordinate with the Account Management Function: working alongside Account Managers to ensure alignment with the efforts of the Account Management team to maximize retention adoption and customer satisfaction

• Act as the Customer Advocate: Serve as liaison between our customers and various Apptio teams as necessary to ensure that escalations and general feedback are understood and effectively handled; coordinate support case escalations efficiently and equitably and collaborate with other departments in the company to resolve customer issues in a timely fashion and maintain high levels of customer satisfaction

• Maintain Domain and Product Knowledge: Understand the business and technical problems the Apptio Cloudability solution addresses. Stay current on product roadmap as well as understanding the scenarios features and functions within each of the products and how these are applied to address business and technical problems. Stay current on Cloud industry trends.

Required Technical and Professional Expertise

• Candidates must have a degree in a technology engineering or business-related discipline or demonstrate equivalent work experience
• Most successful candidates will have proven experience in a TAM role in a SaaS organization
• Proven experience in B2B SaaS environment delivering against operational metrics focused on adoption and renewal upsell and expansion subscription services and margins
• Operate as a capable influencer with proven ability to build and maintain strong customer relationships within Enterprise class customers
• Proven experience managing a diverse portfolio of customers meeting and managing customer expectations driving customer value and driving adoption of best practices
• Proven experience identifying and addressing renewal risks and upsell opportunities
• Demonstrable ability to use logic and problem-solving methods to develop effective solutions
• Inquisitive creative and hands on – able to identify opportunities and be willing to jump in ensure client success
• Team player who will innovate to continue improving the way Apptio Cloudability serves its customers
• Excellent organization program/project management time management and communication skills
• Ability to travel up to 20% of the time

Preferred Technical and Professional Expertise