Technical Account Manager, Cloud
7 mesi fa
Overview:
**Technical Account Manager, Cloud - Apptio EMEA**
As an organization, Apptio has a very strong culture; it is open, transparent, and very customer focused. Leaders in the organization consistently showcase the following key attributes and look to build teams that embrace these qualities every day:
- Growth Mindset
- Dealing with ambiguity and change
- Take ownership and has accountability
- Customer-focused
- Foster an inclusive environment
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 efforts of this individual will directly impact growth of the TAM team in EMEA, the overall Customer Success organization, but primarily the success of Apptio customers.
Here at Apptio we are committed to maintaining an environment in which individuals are encouraged to think creatively, operate autonomously, collaborate cross-functionally, and succeed as a team. This vacancy presents an opportunity to join our expanding EMEA Customer Success function and be a key member within one of the fastest growing parts of our business.
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.
**Responsibilities**:
**What we want you to do**:
- ** 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.
Qualifications:
**Required qualifications and experience**:
- 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 managin
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