Technical Account Manager

Primary Responsibilities

• Be the primary product expert and be able to answer customer questions and manage objections related to Apptio Cloud product capabilities.
• Understand, in detail, the configuration of each customer’s Apptio Cloud implementation to proactively identify opportunities for configuration improvement and expanded feature usage.
• Deploy your technical skills in service of accelerated customer value attainment, including hands-on work leveraging Application Programming Interfaces (APIs) to perform mass-updates of key configuration components.
• Create value for customers by partnering to define success and building a joint plan with identified objectives, stakeholders, milestones, risks, and metrics needed to achieve their goals.
• Drive the successful adoption of Apptio’s suite of Cloud products to help customers realize the business value of our partnership and offerings.
• Work closely with the customer to ensure they become power-users of our solution, and perform remote training to the consumers as needed.
• Coordinate with Support, Product Management, R&D, and Customer Success to ensure the appropriate level of response to customer needs.
• Assist with driving Apptio best practices and sharing knowledge throughout the organization
• Act as customer advocate providing feedback on Product enhancements and requirements
• Guide and lead enablement activities for LATAM Partners delivering Apptio solutions.
  
  Basic Requirements:
  
  Required technical and professional expertise
• Fluent in Portuguese (speech and written).
• Degree in fields such as Business, Economics, Accounting, Data Analytics, or Computer Science preferred.
• Experience in an enterprise-level B2B customer-facing role with responsibility for problem resolution and customer success.
• High-level knowledge of enterprise IT organizational, business, and technical environments
• Prior experience in enterprise Software-as-a-Service (SaaS) support or implementation is a plus.
• ITIL or equivalent & project management skills and experience a plus.

Essential Skills:

• Comfortable learning new products and processes
• Client-focused attitude
• Excellent communication skills demonstrated through an ability to build relationships and communicate complicated technical concepts in easy-to-understand terms.
• 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
• An understanding of customers’ business initiatives and FinOps best practices
• Ability to work well with others in a high-pressure environment

Essential Skills:

Preferred technical and professional experience

• Comfortable learning new products and processes
• Client-focused attitude
• Excellent communication skills demonstrated through an ability to build relationships and communicate complicated technical concepts in easy-to-understand terms.
• Ability to communicate and present effectively over the telephone, via web-based presentations and/or in person