MSP Technical Account Manager

Job Description

We are ooking for someone to join a team of peope who are bright, proactive, and passionate about making their customers widy successfu.This person oves working with customers, guiding them, answering questions, and buiding great reationships with rapport and credibiity.The Senior Coud MSP Technica Account Manager (TAM) has a strong technica aptitude, oves to probem sove, and enjoys being chaenged by partner requirements, a against a backdrop of an ever-changing product feature and commercia andscape. The Senior Coud MSP TAM wi be the primary point of contact for product adoption with a focus on acceerating time to vaue for both the partner and their customers. The roe wi be responsibe for deivering technica guidance and best practices on the Apptio Coudabiity products through mentoring on soution design, performance, and scaabiity, as we as supporting the partner to create new services to maximize coud spend by its customers. Supporting MSP’s is a new service for Apptio, and as such the successfu candidate wi aso take on the responsibiity of defining the day-to-day activities, processes and KPIs required to deiver this service by future Coud MSP TAMs. The individua wi define the operating mode, heath metrics and success criteria required to ensure partners are receiving the right eve of service to be successfu and grow their business using the Apptio MSP soution. Primary Responsibiities: Be the primary product expert and be abe to answer customer questions and manage objections reated to Apptio Coud product capabiities. Understand, in detai, the configuration of each customer’s Apptio Coud impementation to proactivey identify opportunities for configuration improvement and expanded feature usage. Depoy your technica skis in service of acceerated customer vaue attainment, incuding hands-on work everaging Appication Programming Interfaces (APIs) to perform mass-updates of key configuration components. Create vaue for customers by partnering to define success and buiding a joint pan with identified objectives, stakehoders, miestones, risks, and metrics needed to achieve their goas. Drive the successfu adoption of Apptio’s suite of Coud products to hep customers reaize the business vaue of our partnership and offerings. Work cosey with the customer to ensure they become power-users of our soution, and perform remote training to the consumers as needed. Coordinate with Support, Product Management, R&D, and Customer Success to ensure the appropriate eve of response to customer needs. Assist with driving Apptio best practices and sharing knowedge throughout the organization Act as customer advocate providing feedback on Product enhancements and requirements Guide and ead enabement activities for MSP Partners deivering Apptio soutions. Required education Bacheor's Degree Required technica and professiona expertise 7+ years of experience in a B2B customer-facing technica account manager, business anayst, consuting, or technica anayst roe 2+ years’ experience working with simiar MSP products, in a customer supporting roe, incuding working with Coud SaaS products and CSP Partner Biing (AWS, Azure, GCP)data. Skied at quicky detecting and resoving data-reated issues, with the abiity to demonstrate this experience with data anaysis and data manipuation. Exceent communication skis demonstrated through an abiity to buid reationships and communicate compicated technica concepts in easy-to-understand terms, up to C-Leve. Understanding of Coud IT infrastructure concepts, with certifications from AWS, Azure, GCP, or OCI a pus Preferred technica and professiona experience Degree in fieds such as Business, Economics, Accounting, Data Anaytics, or Computer Science preferred. Strong to expert hands-on data anaysis skis using exporatory or scripting toos. Previous experience providing technica account management, technica advisory, and reationship oversight for strategic channe accounts from individua contributors to senior eadership eves.