Job Summary:
IBM is seeking a Technical Consultant for their Apptio Premier Success team. This role involves collaborating with customers to provide technical expertise and guidance on the ApptioOne platform, ensuring customer satisfaction and value realization through effective implementation and support of the product suite.
Responsibilities:
• Client-focused attitude, with empathetic listening and ability to drive to value.
• Ability to communicate and present effectively over the telephone, via web-based presentations and/or in person. (i.e., must have demonstrated communication skills, listening, presentation, and writing skills).
• Strong attention to detail and excellent analytical, data analysis, & critical thinking 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.
• An understanding of customers’ business initiatives and alignment to a technology roadmap.
• Ability to work well with others in a high-pressure environment.
• An outgoing, focused, and organized person with a strong will to succeed.
• Assist with driving Apptio technical best practices and proactively sharing knowledge throughout the organization.
• Gather customer feedback and work with the GTM team and P&E team to recommend how to improve product usability.
• Drive or participate in internal organizational initiatives as required.
Qualifications:
Required:
• Prior experience as a technical consultant, software implementation, product specialist or technical analyst role for medium to large-scale business using a Apptio or competitive SaaS solution.
• Collaborate closely with the customer TBM Analysts and others in their TBM Office to ensure they become effective power users of our solution, as well as performing remote training and coaching 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.
• Mentor the customer to do things more efficiently with the Apptio solution through a focus on technical and 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 needs and delivers on agreed to metrics for the customer’s use cases.
• Function as the liaison between the customer and Apptio Support to help Support and Engineering effectively and quickly per IBM Advanced Support enhanced SLOs to resolve open tickets and other technical/performance issues.
• Client-focused attitude, with empathetic listening and ability to drive to value.
• Ability to communicate and present effectively over the telephone, via web-based presentations and/or in person. (i.e., must have demonstrated communication skills, listening, presentation, and writing skills).
• Strong attention to detail and excellent analytical, data analysis, & critical thinking 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.
• An understanding of customers’ business initiatives and alignment to a technology roadmap.
• Ability to work well with others in a high-pressure environment.
• An outgoing, focused, and organized person with a strong will to succeed.
• Assist with driving Apptio technical best practices and proactively sharing knowledge throughout the organization.
• Gather customer feedback and work with the GTM team and P&E team to recommend how to improve product usability.
• Drive or participate in internal organizational initiatives as required.
Preferred:
• Associate's Degree/College Diploma
• Experience coordinating with Support, Product Management, P&E, sales/Account Management, and Customer Success to ensure the appropriate level of response and guidance to customer needs.
• Previous experience in technical services or technical account management is preferred; however, product pre-sales, consulting experience, or professional services experience is acceptable.
• High-level knowledge of enterprise IT financial management, IT organization and infrastructure, business, cloud, and technical-SaaS environments.
• ITIL or equivalent, finance, cloud, & project management skills and experience a plus.
• Working knowledge and application of relational databases, data modeling, and related application configuration concepts.
• Understanding of permissions and access within a SaaS Application/environment.
• Strong skills in data analysis/manipulation.
Company:
IBM provides technology and consulting, including software, infrastructure systems, and cloud-based solutions. Founded in 1911, the company is headquartered in Armonk, USA, with a team of 10001+ employees. The company is currently Late Stage.
