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IBM Technical Account Manager- Automation - Instana in DENVER, Colorado

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

Come join our team! It is exciting time to be part of the Automation team at IBM. We are currently looking for a Technical Account Manager to join our team in support of a new acquisition joining our business. The Technical Account Manager (TAM) role reports to WW Sales Leadership. You will be responsible for ensuring the success of IBM's Instana solution at several enterprise customers. You will drive maximum adoption of the IBM Instana product ensuring that clients remain successful by realizing the full value of their investment. By working very closely with IBM Instana Offering Management, you will take your customer's feedback and help to improve the product and further increase the amount of value clients attain. You will be the main point of contact for all technical questions and assistance for these customers and represent their needs back to Customer Support, Engineering, and Sales.

The successful candidate for this job will be a self-starter with a strong technical aptitude. You must have a proven track record of creating and maintaining deep, lasting relationships with customers.

The TAM will:

  • Develop a deep understanding of your clients' business challenges and their technical environment to provide technical information, guidance, and support

  • Help advise clients on successful implementation of use cases and best practices by building success plans for the individual teams that culminate in complete product adoption

  • Drive expansion business with your clients based on additional value to the client

  • Identify opportunities to up-sell IBM Instana customers to the broader IBM AIOPs product portfolio

  • Onboard customers by providing training, setting up alerts and creating dashboards

  • Proactively manage issues at customers based on KPIs and SLAs

  • Monitor and maintain client health score and proactively drive action to reduce churn risk

  • Deliver a Quarterly Business Review with the support and involvement of the Account Team

  • Represent customer needs internally with offering management and engineering teams

  • Strategically funnel customer feedback to offering management, advocating internally on behalf of your clients' needs to help influence the product map where relevant

Attributes:

  • Customer Oriented

  • Strong Communicator - Listening, Speaking, Debating, Presenting

  • Flexibility / Adaptability / Prioritization​ Skills / Team Oriented

  • Observation​ Skills

  • Problem Solving​ Skills

Required Technical and Professional Expertise

  • 3 years' experience with one or more of the leading Application Performance Management (APM), AIOPs or Observability offerings in the market today (Dynatrace, New Relic, Datadog, App Dynamics, Splunk, SumoLogic, Devo, ... )

  • 3 years' experience in one of the following; IT Operations, Site Reliability Engineering (SRE) and or DevOps concepts

  • 3 years' experience with Kubernetes Expertise:

  • Experience with Strong Cloud Platform and in one of the following: Microsoft Azure, Google Cloud Platform/Anthos, Amazon/AWS, IBM Public Cloud

  • Experience with at least one programming language (Java, .Net, Ruby, C, Python, ... ), knowledge of typical performance antipatterns.

  • Experience with containers and microservices application architecture.

  • Strong Linux skills

Preferred Technical and Professional Expertise

  • *5 years experience with one or more of the leading Application Performance Management (APM), AIOPs or Observability offerings in the market today (Dynatrace, New Relic, Datadog, App Dynamics, Splunk, SumoLogic, Devo)

  • 5 years experience in one of the following: IT Operations, Site Reliability Engineer (SRE) and/or DevOps concepts

  • 5 years experience with Kubernetes

About Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

This job requires you to be fully COVID-19 vaccinated prior to your start date, where legally permissible. Proof of vaccination status will be required. If you are unable to be vaccinated due to medical, pregnancy or religious reasons, we offer accommodations in accordance with applicable law.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:

*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.

*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.

*Well-being programs to support mental and physical health.

*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).

*Select educational reimbursement opportunities.

*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.

*Giving and volunteer programs to benefit charitable organizations and local communities.

*Discounts on retail products, services, and experiences.

This position is eligible for participation in an IBM sales incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change.

We consider qualified applicants with criminal histories, consistent with applicable law.

US Citizenship required.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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