Technical Consultant, Premier Success

Introduction

We are looking for someone who works as a true collaborator, 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 execute against their vision around the practice of Technology Business Management (TBM) and FinOps. They will work in a leading and initiative-taking manner to bring actual value and ROI to their accounts. The Premier will be working across Apptio departments to ensure customer satisfaction, adoption, and value recognition thru a technical advisor lense. This is a highly visible, customer paid, cross-functional role that supports customers and their objectives.

Your Role And Responsibilities

The IBM-Apptio CS Premier Success Technical Services team (Premier) will be assigned to customers that have purchased annualized technical expertise and enhanced Support services. They function as the customer's technical expert/advisor to provide IBM-Apptio solution guidance, technical best practices, and highlight the art of the possible for effective use and expansion of Apptio's product suite. The Premier is tasked with becoming a technical expert on our core ApptioOne platform and associated technology to help our customers implement use cases to achieve outcome desired, and derive measurable value. The Premier has the opportunity to cross train, expand their technical skillset over the entire Apptio product suite, and use this knowledge to best guide their customers. The Premier is measured on both product and Premier services renewal rates and expansion within their portfolio.

Key To The Role

• 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 Education

Associate's Degree/College Diploma

Required Technical And Professional Expertise

• 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.
  
  

Preferred Technical And Professional Experience

• Coordinate 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.