[Remote] Cloud Technical Account Manager
Note: The job is a remote job and is open to candidates in USA. IBM is seeking a Cloud Technical Account Manager to help customers transform their IT organizations through effective Cloud Cost Management and infrastructure optimization strategies. The role involves serving as a trusted advisor, guiding customers through the adoption and optimization of Apptio Cloud products, and collaborating with cross-functional teams to enhance customer experience and success.
Responsibilities
- Serve as the primary product expert and trusted technical advisor, guiding customers through adoption, optimization, and expansion of Apptio Cloud products
- Translate complex technical capabilities into clear business value for a wide range of stakeholders, from engineers to finance and executive leadership
- Design and execute customer success plans, including defined objectives, milestones, risks, and measurable outcomes
- Lead onboarding and enablement efforts, ensuring customers achieve rapid time to value and become self-sufficient, power users of the platform
- Understand each customer’s technical architecture (cloud, Kubernetes, and infrastructure environments) and proactively recommend improvements and new use cases
- Leverage APIs, scripting, and data tooling to automate workflows, perform bulk configuration updates, and improve operational efficiency
- Partner with customers to solve complex technical and data challenges, demonstrating strong problem-solving and analytical skills
- Act as the voice of the customer by collaborating with Product and Engineering on feature requests, issue triage, and roadmap influence
- Monitor customer health, usage trends, and success metrics, proactively identifying risks and driving mitigation strategies
- Collaborate cross-functionally with Support, Product, Engineering, Sales, and Customer Success to ensure seamless customer experiences
- Contribute to building scalable processes, documentation, and best practices across the TAM organization
- Drive renewal and expansion opportunities by demonstrating value and aligning solutions to evolving customer needs
- Operate effectively in ambiguous environments, taking ownership of outcomes and stepping outside defined responsibilities when needed
Skills
- Strong hands-on data analysis skills using tools such as Excel, SQL, Databricks, Python, R, or similar
- Experience Troubleshooting On-Prem and Cloud based network traffic (for SaaS technologies)
- Experience identifying, troubleshooting, and resolving complex data and configuration issues
- Experience working with REST APIs and automating workflows within SaaS platforms
- Understanding of cloud infrastructure across AWS, Azure, and GCP
- Experience in a customer-facing, enterprise SaaS environment with ownership of customer success and problem resolution
- Strong understanding of enterprise IT environments, cloud infrastructure, and organizational dynamics
- Experience with onboarding, implementation, or post-sales technical advisory roles
- Strong intellectual curiosity and a proactive approach to learning new technologies and tools
- Excellent communication skills, with the ability to explain complex technical topics to diverse audiences
- Strong problem-solving and analytical thinking capabilities
- Ability to work independently while managing multiple priorities across a portfolio of customers
- Experience working cross-functionally across distributed or remote teams
- Positive, solution-oriented attitude with resilience in the face of ambiguity
- Deep understanding of customer business objectives and FinOps best practices
- Experience with Kubernetes/OpenShift and cloud-native technologies, including monitoring, cost optimization, and infrastructure management
- Familiarity with infrastructure observability and cost management tools (e.g.Cloudability, Kubecost, Turbonomic or similar platforms)
- Experience supporting customers in containerized or distributed systems environments
- Certifications across AWS, Azure, GCP, or Kubernetes (CKA, CKAD, etc.)
- Experience managing a portfolio of enterprise customers
- Experience contributing to product feedback loops, feature prioritization, or roadmap discussions
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