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Introduction

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 Cloudability MSP 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.

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 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 Cloudability 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.

Primary Responsibilities:

• Be the primary product expert and be able to answer customer questions and manage objections related to Apptio Cloud product capabilities.
• Understand, in detail, the configuration of each customer’s Apptio Cloud implementation to proactively identify opportunities for configuration improvement and expanded feature usage.
• Deploy your technical skills in service of accelerated customer value attainment, including hands-on work leveraging Application Programming Interfaces (APIs) to perform mass-updates of key configuration components.
• Create value for customers by partnering to define success and building a joint plan with identified objectives, stakeholders, milestones, risks, and metrics needed to achieve their goals.
• Drive the successful adoption of Apptio’s suite of Cloud products to help customers realize the business value of our partnership and offerings.
• Work closely with the customer to ensure they become power-users of our solution, and perform remote training to the consumers as needed.
• Coordinate with Support, Product Management, R&D, and Customer Success to ensure the appropriate level of response to customer needs.
• Assist with driving Apptio best practices and sharing knowledge throughout the organization
• Act as customer advocate providing feedback on Product enhancements and requirements
• Guide and lead enablement activities for MSP Partners delivering Apptio solutions.

Required education

Bachelor's Degree

Required technical and professional expertise

• 7+ years of experience in a B2B customer-facing technical account manager, business analyst, consulting, or technical analyst role
• 2+ years’ experience working with similar MSP products, in a customer supporting role, including working with Cloud SaaS products and CSP Partner Billing (AWS, Azure, GCP) data.
• Skilled at quickly detecting and resolving data-related issues, with the ability to demonstrate this experience with data analysis and data manipulation.
• Excellent communication skills demonstrated through an ability to build relationships and communicate complicated technical concepts in easy-to-understand terms, up to C-Level.
• Understanding of Cloud IT infrastructure concepts, with certifications from AWS, Azure, GCP, or OCI a plus

Preferred technical and professional experience

• Degree in fields such as Business, Economics, Accounting, Data Analytics, or Computer Science preferred.
• Strong to expert hands-on data analysis skills using exploratory or scripting tools.
• Previous experience providing technical account management, technical advisory, and relationship oversight for strategic channel accounts from individual contributors to senior leadership levels.