Technical Account Manager Architect

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
As a Technical Account Manager (TAM) Architect at IBM, you will play a pivotal role in ensuring the Day 2 success of IBM Cloud Support customers who are running their most critical workloads on IBM Cloud. You will act as an internal advocate for our customers, serving as their voice when issues are being seen and opportunities to improve our customers’ cloud experience exist. Your primary focus will be to create and drive cognitive analytics and AI capabilities which will provide 24/7 data driven insights to pre-emptively identify customer issues and drive to quicker resolution; as well as provide proactive cloud support that constantly identifies preventative measures to aid in managing customers’ Day 2 cloud infrastructure environments. The ideal candidate will have a strong background in Data Analytics and AI, have a customer-first mindset, have strong technical acumen with experience of cloud, along with excellent communication and facilitation skills required to effectively work across diverse teams to drive to common outcomes and issue resolution at pace.

Responsibilities
You will partner with TAMs, Cloud Support, and other IBM teams to ensure the overall success of our customers. You will be customer focused and able to understand the issues customers are facing and be driven to resolve those issues and help customers be successful. Your technical skills and creativity will be in focus as you imagine new ways to use technology to improve customer’s experience with IBM Cloud.

Key Responsibilities:

Relationship Management:

• Build and nurture strong, collaborative relationships with multiple IBM teams.
• Serve as the primary point of contact for our requirements gathering, validation and testing process of our CSD Data & Cognitive platform.
• Work with other Engineering teams for knowledge transfer of new product/technologies.

Technical Expertise:

• Provide technical guidance and support, leveraging your expertise in IBM’s products and services.
• Implement and use scalable, secure and cost-effective advanced data analytics and AI reporting, including data pipelines, machine learning models and real-time analytics, to enable continuous monitoring and optimization of our customers’ cloud infrastructure environments.

Issue Resolution & Prevention:

• Provide 24/7 AI-driven predictive analytics to accelerate data gathering when customer issues arise, speed triaging of issues and performance bottlenecks as well as quickly identify patterns, relevant past solutions and recommended optimization and solutions for fast resolution and prevention.
• Proactively identify and address technical issues and opportunities for improvements, working closely with internal teams (Technical Support, Network Operations, Systems Engineering, Product Development, Product Management, other IBM teams and Vendors) to provide timely and effective solutions.

Communication & Facilitation:

• Clearly communicate complex technical information to both technical and non-technical audiences, including Sales & Executive Leadership.
• Co-ordinate and facilitate across various functional teams to support adoption of Data and AI-driven best practices for proactive cloud support.
• Prepare and present insightful reports for use with our internal and external customers.
• Provide Executive level reports on key customer patterns, trends and insights for action.

Account Growth:

• Identify opportunities to assist customers to leverage additional IBM Cloud services to proactively prevent issues reoccurring and/or future issues arising.

Required Technical and Professional Expertise

• 5+ yrs. Experience in technical service/relationship management.
• 5+ yrs. Experience in customer facing role or professional consulting role.
• Fundamental knowledge/overview of industry Cloud technologies.
• Knowledge and experience with Cognitive/AI concepts such as Natural Language Processing (NLP), Dialog, Entity/Intent Management, Machine Learning Annotators, Deep QA, Ingestion, Structured/Unstructured Lookups
• Experience with Relational Databases (IBM DB2, Oracle) as well as NoSQL (MongoDB, Postgres)
• Programming experience with Java, Go, or Python
• Experience in providing reporting and data analysis for Executive and non-Executive audiences
• Excellent problem-solving skills with the ability to troubleshoot complex situations
• Outstanding communication, presentation, and interpersonal skills with the ability to explain technical concepts/issues, their implications and path-to-resolution to both technical and non-technical stakeholders.
• Ability to work independently and manage multiple clients and issues simultaneously.
• Experience of foundational project management and agile methodologies

Preferred Technical and Professional Expertise

• Prior experience creating solutions using watsonx or equivalent machine learning platforms.

Minimum Preferred Education:

• Bachelor’s degree in Computer Science, Information Technology, Electrical/Computer Engineering, Data Science or a similar field