Cloud Technical Account Manager

Introduction Us: Our Cloud Technical Account Managers help customers transform their IT organizations by designing and deploying effective Cloud Cost Management and infrastructure optimization strategies leveraging Apptio's suite of Cloud products and services. We ensure customers maximize the value of their investment while enabling scalable, data-driven decision making across engineering, finance, and business teams. Our team of Cloud TAMs act as trusted advisors by aligning technical solutions to business outcomes. We operate in a fast-paced, evolving environment where curiosity, adaptability, and a strong technical foundation are critical. TAMs partner with customers to navigate complex, multi-dimensional data environments, translating technical requirements and business goals into actionable success plans that drive rapid time to value. We are a highly collaborative, distributed team that thrives on accountability, continuous learning, and delivering measurable outcomes. TAMs work cross-functionally with Product, Engineering, Support, and Sales to influence product direction, improve customer experience, and expand customer use cases. Each Cloud TAM manages a portfolio of customers, focusing on adoption, optimization, and expansion. Success is measured through customer outcomes, satisfaction, and renewals, with a strong emphasis on building long-term, trusted relationships. 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 Primary Responsibilities Serve as the primary product expert and trusted technical advisor, guiding customers through adoption, optimization, and expansion of Apptio Cloud products Translate complex technical capabilities into clear business value for a wide range of stakeholders, from engineers to finance and executive leadership Design and execute customer success plans, including defined objectives, milestones, risks, and measurable outcomes Lead onboarding and enablement efforts, ensuring customers achieve rapid time to value and become self-sufficient, power users of the platform Understand each customer’s technical architecture (cloud, Kubernetes, and infrastructure environments) and proactively recommend improvements and new use cases Leverage APIs, scripting, and data tooling to automate workflows, perform bulk configuration updates, and improve operational efficiency Partner with customers to solve complex technical and data challenges, demonstrating strong problem-solving and analytical skills Act as the voice of the customer by collaborating with Product and Engineering on feature requests, issue triage, and roadmap influence Monitor customer health, usage trends, and success metrics, proactively identifying risks and driving mitigation strategies Collaborate cross-functionally with Support, Product, Engineering, Sales, and Customer Success to ensure seamless customer experiences Contribute to building scalable processes, documentation, and best practices across the TAM organization Drive renewal and expansion opportunities by demonstrating value and aligning solutions to evolving customer needs Operate effectively in ambiguous environments, taking ownership of outcomes and stepping outside defined responsibilities when needed Required technical and professional expertise Technical Skills Strong hands-on data analysis skills using tools such as Excel, SQL, Databricks, Python, R, or similar Experience Troubleshooting On-Prem and Cloud based network traffic (for SaaS technologies) Experience identifying, troubleshooting, and resolving complex data and configuration issues Experience working with REST APIs and automating workflows within SaaS platforms Understanding of cloud infrastructure across AWS, Azure, and GCP Basic Requirements Experience in a customer-facing, enterprise SaaS environment with ownership of customer success and problem resolution Strong understanding of enterprise IT environments, cloud infrastructure, and organizational dynamics Experience with onboarding, implementation, or post-sales technical advisory roles Essential Skills Strong intellectual curiosity and a proactive approach to learning new technologies and tools Excellent communication skills, with the ability to explain complex technical topics to diverse audiences Strong problem-solving and analytical thinking capabilities Ability to work independently while managing multiple priorities across a portfolio of customers Experience working cross-functionally across distributed or remote teams Positive, solution-oriented attitude with resilience in the face of ambiguity Deep understanding of customer business objectives and FinOps best practices Preferred technical and professional experience Experience with Kubernetes/OpenShift and cloud-native technologies, including monitoring, cost optimization, and infrastructure management Familiarity with infrastructure observability and cost management tools (e.g.Cloudability, Kubecost, Turbonomic or similar platforms) Experience supporting customers in containerized or distributed systems environments Certifications across AWS, Azure, GCP, or Kubernetes (CKA, CKAD, etc.) Experience managing a portfolio of enterprise customers Experience contributing to product feedback loops, feature prioritization, or roadmap discussions What Sets You Apart You thrive in fast-growing, high-change environments and embrace ambiguity You take ownership beyond your defined role and look for ways to improve the broader organization You balance deep technical expertise with strong business acumen You are passionate about helping customers succeed and can demonstrate measurable impact You bring a builder’s mindset—improving processes, scaling knowledge, and elevating team performance 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. #J-18808-Ljbffr