<p>Introduction</p> <p>Us:</p> <p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p> <p>Our Values:</p> <ul> <li>Act with Transparency </li><li>Promote Accountability & Collaboration </li><li>Produce Outstanding Results </li><li>Tackle Challenges & Navigate Ambiguity </li><li>Inspire Customers </li><li>Appreciate & Respect our Differences </li><li>Never Stop Growing & Learning </li></ul> <p>Your role and responsibilities</p> <p>Primary Responsibilities</p> <ul> <li>Serve as the primary product expert and trusted technical advisor, guiding customers through adoption, optimization, and expansion of Apptio Cloud products </li><li>Translate complex technical capabilities into clear business value for a wide range of stakeholders, from engineers to finance and executive leadership </li><li>Design and execute customer success plans, including defined objectives, milestones, risks, and measurable outcomes </li><li>Lead onboarding and enablement efforts, ensuring customers achieve rapid time to value and become self-sufficient, power users of the platform </li><li>Understand each customer's technical architecture (cloud, Kubernetes, and infrastructure environments) and proactively recommend improvements and new use cases </li><li>Leverage APIs, scripting, and data tooling to automate workflows, perform bulk configuration updates, and improve operational efficiency </li><li>Partner with customers to solve complex technical and data challenges, demonstrating strong problem-solving and analytical skills </li><li>Act as the voice of the customer by collaborating with Product and Engineering on feature requests, issue triage, and roadmap influence </li><li>Monitor customer health, usage trends, and success metrics, proactively identifying risks and driving mitigation strategies </li><li>Collaborate cross-functionally with Support, Product, Engineering, Sales, and Customer Success to ensure seamless customer experiences </li><li>Contribute to building scalable processes, documentation, and best practices across the TAM organization </li><li>Drive renewal and expansion opportunities by demonstrating value and aligning solutions to evolving customer needs </li><li>Operate effectively in ambiguous environments, taking ownership of outcomes and stepping outside defined responsibilities when needed </li></ul> <p>Required education</p> <p>Bachelor's Degree</p> <p>Required technical and professional expertise</p> <p>Technical Skills</p> <ul> <li>Strong hands-on data analysis skills using tools such as Excel, SQL, Databricks, Python, R, or similar </li><li>Experience Troubleshooting On-Prem and Cloud based network traffic (for SaaS technologies) </li><li>Experience identifying, troubleshooting, and resolving complex data and configuration issues </li><li>Experience working with REST APIs and automating workflows within SaaS platforms </li><li>Understanding of cloud infrastructure across AWS, Azure, and GCP </li></ul> <p>Basic Requirements</p> <ul> <li>Experience in a customer-facing, enterprise SaaS environment with ownership of customer success and problem resolution </li><li>Strong understanding of enterprise IT environments, cloud infrastructure, and organizational dynamics </li><li>Experience with onboarding, implementation, or post-sales technical advisory roles </li></ul> <p>Essential Skills</p> <ul> <li>Strong intellectual curiosity and a proactive approach to learning new technologies and tools </li><li>Excellent communication skills, with the ability to explain complex technical topics to diverse audiences </li><li>Strong problem-solving and analytical thinking capabilities </li><li>Ability to work independently while managing multiple priorities across a portfolio of customers </li><li>Experience working cross-functionally across distributed or remote teams </li><li>Positive, solution-oriented attitude with resilience in the face of ambiguity </li><li>Deep understanding of customer business objectives and FinOps best practices </li></ul> <p>Preferred technical and professional experience</p> <ul> <li>Experience with Kubernetes/OpenShift and cloud-native technologies, including monitoring, cost optimization, and infrastructure management </li><li>Familiarity with infrastructure observability and cost management tools (e.g.Cloudability, Kubecost, Turbonomic or similar platforms) </li><li>Experience supporting customers in containerized or distributed systems environments </li><li>Certifications across AWS, Azure, GCP, or Kubernetes (CKA, CKAD, etc.) </li><li>Experience managing a portfolio of enterprise customers </li><li>Experience contributing to product feedback loops, feature prioritization, or roadmap discussions </li></ul> <p>What Sets You Apart</p> <ul> <li>You thrive in fast-growing, high-change environments and embrace ambiguity </li><li>You take ownership beyond your defined role and look for ways to improve the broader organization </li><li>You balance deep technical expertise with strong business acumen </li><li>You are passionate about helping customers succeed and can demonstrate measurable impact </li><li>You bring a builder's mindset-improving processes, scaling knowledge, and elevating team performance </li></ul> <p>ABOUT BUSINESS UNIT</p> <p>IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.</p> <p>YOUR LIFE @ IBM</p> <p>In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.</p> <p>Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.</p> <p>Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.</p> <p>Are you ready to be an IBMer?</p> <p>ABOUT IBM</p> <p>IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.</p> <p>Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.</p> <p>At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.</p> <p>IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.</p> <p>OTHER RELEVANT JOB DETAILS</p> <p>IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:</p> <ul> <li>Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being </li><li>Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs </li><li>Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law </li><li>Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals </li><li>Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences </li></ul> <p>We consider qualified applicants with criminal histories, consistent with applicable law.</p> <p>This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.</p> <p>IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.</p> <p>The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.</p>