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Introduction

At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world.

IBM Apptio is the CIO’s business management system. We build advanced data and analytics applications that help all IT leaders understand and make informed decisions about their technology investments, capitalize on the cloud transformation and drive innovation within their organization. Our TBM and FinOPs solution experts believe deeply in IBM Apptio's potential to lead our market and disrupt the IT industry daily. We are passionate about what we do and are driven by a common mission to support and elevate the role of CIOs within their organization. We are team players with an entrepreneurial spirit and an eye on results. We work in a highly collaborative and agile environment where we strive to continuously improve.

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 Technical Account Manager (TAM) has a strong technical aptitude, loves to problem solve, and enjoys being challenged by complex technical questions, all against a backdrop of an ever-changing product feature landscape. The Cloud TAM will be the primary point of contact for product adoption with a focus on accelerating the customer’s time to value and will deliver technical guidance and best practices on the Apptio products through mentoring on solution design, performance and scalability.
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

A proven and credible practitioner, your deep solution experience will help you lead a team of go-to subject matter experts. Fostering a culture of candor, collaboration, and growth-mindedness, you'll ensure co-creation across IBM Sales and client teams that drive investment in, and adoption of IBM's strategic platforms. Overseeing your teams' fusion of innovative solutions with modern IT architectures, integrated solutions, and offerings, you'll ensure they're helping to solve some of their clients most complex business challenges.
Your primary responsibilities will include:
* Serve as the primary product expert, addressing customer questions and managing objections.
* Analyze and improve customer configurations to drive efficiency and expanded feature usage.
* Apply technical skills, including APIs, to accelerate customer value delivery.
* Partner with customers to define success plans with clear objectives, milestones, and metrics.
* Enable customers to become power users through training and mentoring.
* Collaborate with internal teams (Sales, Product, Engineering, Support) to ensure customer success.
* Act as the customer advocate, providing feedback on product enhancements.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

* Proven experience in enterprise‑level, customer‑facing B2B roles, ideally within SaaS environments.
* Strong communication and relationship‑building skills, with the ability to simplify complex technical concepts.
* Hands‑on data analysis expertise using tools such as Excel, SQL, Python, R, or similar; knowledge of APIs and cloud infrastructure is a plus.
* Solid organizational, project management, and problem‑solving abilities, with resilience in fast‑paced environments.
* Familiarity with FinOps best practices and enterprise IT ecosystems; cloud certifications (AWS, Azure, GCP, OCI) highly valued.
*Strong attention to detail and excellent analytical, data analysis, & problem-solving skills

Preferred technical and professional experience

* 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.