Cloud MSP Technical Account Manager

Introduction

Our Cloud MSP Technical Account Managers help partners on board customers onto the Cloudability solution to help them transform their IT organizations. The Cloud MSP TAM will support the partner in understanding how to design and deploy an effective Cloud Cost Management strategy leveraging IBM 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 IBM Apptio's Cloud partners by enabling them to use our 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 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.

Our values

• Act with Transparency
• Promote Accountability & Collaboration
• Produce Outstanding Results
• Tackle Challenges & Navigate Ambiguity
• Inspire Customers
• Appreciate & Respect our Differences
• Never Stop Growing & Learning

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 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 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 IBM 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.

The Cloudability MSP product continues to mature with IBM 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 IBM Apptio MSP solution.

Primary 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 IBM 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 IBM 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 IBM 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

• Demonstrated professional experience with MSP or SaaS tooling (e.g. Cloudability, Cloud Health etc).
• Demonstrated professional experience in a Cloud based Delivery or Customer Success Role.
• High-level knowledge of enterprise IT organizational, business, and technical environments.
• Certified in at least one Public Cloud Offering (AWS, GCP, Azure, OCI).
• Experience with CSP Partner Billing (AWS, Azure, GCP).

Preferred technical and professional experience

• 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.
• FinOps Methodology skills and experience a plus.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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