Technical Account Manager
Location: Cary North Carolina
Description: Apptio is employing Technical Account Manager right now, this position will be placed in North Carolina. For complete informations about this position opportunity please read the description below. Company Overview:
At Apptio we are focused on changing the world by making every IT organization that we work with into a more efficient and cost-effective service provider to the business. Apptio's Technology Business Management (TBM) SaaS platform provides revolutionary automation in transparency, planning and performance management required for IT to run like a business. From the founding of the company we set out to disrupt the existing enterprise software market by designing purpose-built, on-demand applications capable of managing the cost, quality and value of IT services.
Today, Apptio is on track to become the fastest growing company in the history of enterprise software. Leading global enterprise organizations such as Bank of America, Boeing, Cisco, Facebook, JPMorgan Chase, Microsoft, St. Luke's Health System, and Swiss Re rely on Apptio to reduce costs and align IT with business priorities. Backed by some of the world's most prominent financial institutions including T. Rowe Price, Andreessen Horowitz, Greylock Partners, Madrona Ventures, Shasta Ventures, Apptio is building the next major enterprise software category. Come join our team!
Job Description:
The Apptio Technical Account Manager (TAM) is responsible for the implementation and ongoing customer management of named accounts to ensure their success and renewal of the Apptio solution. The TAM is expected to maintain the direct post sales customer relationship from a delivery perspective and work closely with the Center of Excellence (COE) to fulfill customer needs. The TAM acts as a trusted advisor to the customer by providing them guidance and sharing best practices. The TAM is responsible for driving customer adoption and value realization for his/her named accounts. The TAM will work closely with the sales teams and CS Solution Value Managers (SVMs), being aware of the customer environment, both business and technical, so that up sell and cross sell opportunities are recognized and acted upon.
Characteristics
We are looking for someone who works as a true team player, is creative and innovative in finding technical solutions, and has a passion for customer success and value realization. This person should be able to help a customer build their vision around TBM, and execute against this vision. He/she will work in a very proactive manner to bring real ROI for every account. The TAM will be an advocate for their customer internally working across Apptio departments to insure customer satisfaction. This is a highly visible cross functional role that supports customers and their objectives while coordinating with multiple departments within Apptio.
Responsibilities Include:
Customer on-boarding:
Drive customer implementation with assistance of project teams and COE
Work with sales account management and SVMs to help build processes and communication plans necessary to ensure ongoing customer satisfaction
Ongoing Customer Management:
Drive customer adoption and value realization, working closely with the customer TBMAs to ensure they become power users of our solution, as well as performing remote training to the consumers as needed.
Understand in detail the configuration of each customer’s Apptio implementation (data, models, reports, etc.) so that training and mentoring opportunities can be easily identified in a proactive manner
Be the advisor to the customer, coaching them to do things more efficiently with our solution with a focus on product and business domain best practices
Drive customer enablement plans against the customer’s TBM roadmap to ensure that adoption is mapped to customer’s true needs
Coordinate with Support, Product Management, R&D, & Customer Success to ensure the appropriate level of response to customer needs
Own the ongoing customer management day to day, ensuring the highest satisfaction levels
Renewal:
Manage the day to day adoption strategy of each customer to help enable the renewal for sales
Communicate with sales in order to promote upsell opportunities and win renewal business
Other:
Responsible for meeting KPI’s for account references
Assist with driving TAM best practices and sharing knowledge throughout the organization
Gather customer feedback and work with the Global Practice to recommend how to improve product usability
Drive or participate in internal organizational initiatives
Required profile:
B.S. Computer Science, Computer Engineering, Electrical Engineering, MIS, Finance or equivalent experience
4+ years of solid experience in a business or technical analyst role for medium to large scale business software implementation projects.
At least 1 year of customer account management experience.
Previous experience in Managed Services is preferred however, consulting experience or professional services experience is acceptable
High level knowledge of enterprise IT organizational, business, and technical environments.
ITIL or equivalent & Project management skills and experience a plus
Essential Skills
Client-focused attitude â€" a customer advocate.
Ability to communicate and present effectively over the telephone, via web based presentations and/or in person.
Strong Attention to Detail and Excellent analytical, data analysis, & problem solving skills
Strong relationship building skills with customers and across company departments
Excellent organizational skills and ability to multi-task across multiple streams of work
Proactive, Resilient and resourceful when solving complex problems
Technical Skills
Strong to expert skills in data analysis/manipulation.
Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel).
Knowledge and application of relational database concepts.
Skilled at working with large data sets (in Excel, Access, Flat Files), quickly detecting and resolving data-related issues.
Basic scripting skills, e.g. HTML, SQL.
Business Domain Focus
Knowledge of IT services & infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance
Familiarity with IT financial management including budgeting cost allocations, capital & operating expense handling & program portfolio management
Understanding of Change Management processes and methodologies a plus
Location:
Based at Apptio Center of Excellence -Cary, NC
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Apptio.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Sun, 19 Aug 2012 10:24:35 GMT