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Job Details


Manager, Technical Support-- Apptio FinOps


Technical Support


Morrisville, North Carolina, United States

We are seeking an individual with support management experience for our Apptio SaaS solutions. Reporting to the Director of Global Support, this individual will work closely with our Customers, Customer Success Managers, TechOps, Field Delivery, Product Management and Engineering, leading a team of Technical Support Engineers, to provide incident and escalation management for technical and account escalations. This position is an integral part of Apptio's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

Your Role and Responsibilities
Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week, subject to business needs.
  • Strong customer facing experience, presence and empathy when managing relationships during escalations
  • Ability to attract and retain great talent. Cares deeply about the team and excels at identifying, mentoring and developing individuals at all levels while providing enterprise-level, world-class customer support
  • Demonstrated passion for creating wildly successful customers, with a track record of rolling out efficient processes and systems
  • Excellent cross-functional communicator and team player. Will need to continuously and effectively partner with Engineering, Products, Sales, Customer Success and Global Services to ensure cross functional initiatives and outcomes are achieved
  • Positive and energetic leadership presence with a strong sense of urgency, hustle and grit
  • Innovative thought leader in Customer Success, with a maniacal focus on customer experience
Apptio is the CIO’s business management system. We build advanced data and analytics applications that help all IT leaders understand and make informed decisions about their technology investments, capitalize on the cloud transformation and drive innovation within their organization. We call it Technology Business Management (TBM). Our TBM solution experts believe deeply in Apptio's potential to lead our market and disrupt the IT industry on a daily basis. We are passionate about what we do and are driven by a common mission to support and elevate the role of CIOs within their organization. We are team players with an entrepreneurial spirit and an eye on results. We work in a highly collaborative and agile environment where we strive to continuously improve.
What we want you to do:
  • Hire, develop and retain talent
  • Development of performance metrics and KPIs to drive continuous process and service improvement
  • Enhance and manage the support infrastructure to provide greater self-serve for Apptio customers, including but not limited to Knowledge Base, Support portals and Case Management systems
  • Own the escalations for both technical and account
  • Be the voice of the customer interfacing with our products and engineering organizations
  • Achieve business results for customer satisfaction, incident management and support SLAs
  • Manage service vendor relationships

Required Technical and Professional Expertise
Basic Qualifications:
  • Minimum 3 years’ experience leading a technical support organization building and implementing programs and processes to maximize customer satisfaction and adoption of the products.
  • Must demonstrate excellence in managing resources and systems to build a high performing team that ensures customer satisfaction and success.
  • Bachelor degree in Computer Science, Information Technology or a closely related field

Preferred Technical and Professional Expertise
Desired Qualifications:
  • Experience leading both packaged and platform support teams
  • Experience building support team in a SaaS company.
  • Has built and run Premier offerings.
  • Knowledge of public cloud service providers such as AWS, Azure, and Google Cloud
  • Willing to live in/near our Morrisville, NC location

About Business Unit
IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

Your Life @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM
IBM’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 Statement
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to: - Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being - Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs - Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law - Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals - Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role. We consider qualified applicants with criminal histories, consistent with applicable law. IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBM
IBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.