1+ months

AppD Senior Technical Account Manager (TAM)

Cisco Systems Inc.
Washington, DC 20004


Senior Technical Account Manager (TAM) @ AppDynamics

Customer & Revenue Organization | Federal - East Region

 

About Us

AppDynamics is the Application Intelligence company. With AppDynamics, enterprises have real-time insights into application performance, user performance and business performance so they can move faster in an increasingly sophisticated, software-driven world. Our integrated suite of products is built on our innovative, enterprise-grade App iQ Platform that enables our customers to make faster decisions that enhance customer engagement and improve operational and business performance.

AppDynamics is uniquely positioned to enable enterprises to accelerate their digital transformations by actively monitoring, analyzing, and optimizing complex application environments at scale which has led to proven success and trust with the Global 2000.

 

About the Role

As a Senior Technical Account Manager (TAM), you will be responsible for the account management of a portfolio of AppDynamics most strategic customers across the federal east region. You will work closely with a variety of internal and external parties - key business/technical stakeholders, internal champions, cross-functional teams - to ensure our customers are realizing rapid time-to-value in the form of specific business outcomes and in general, maximum value from their investment in AppDynamics.

In collaboration with the rest of our go to market organization and an eye towards scale, you will play a pivotal role in defining a holistic customer journey which driving exceptional customer retention rates. Your performance will be directly measured against license consumption, net recurring revenue, and overall usage of AppDynamics.

Day-to-day responsibilities will include - and require - a mixture of strategic relationship management, sales acumen, and technical expertise. Think of yourself as the customers Chief Adoption Officer. Given the complexity of the large enterprise environments were servicing, a Sr. TAM will be expected to play the role of subject matter expert regarding product features and customer use cases, in addition to strengthening relationships with key stakeholders and identifying expansion opportunities for the business.  

You will be required to travel up to 50%.

 

Key Responsibilities

  • Ownership of overall relationship with our most strategic enterprise customers; performance measured against product adoption and net recurring revenue metrics.

  • Establish a trusted advisor relationship which spans both technical expertise and strategic account management. Focus on driving new relationships, opening doors to new uses cases / champions / applications teams, and in general, elevating AppDynamics within each environment.

  • With each customer, develop a Joint Success Plan (JSP) to guide conversations and track daily activities required for our customers achieve specific, strategic business outcomes.

  • Help each customer navigate AppDynamics including our Product, Support, Sales & Renewals teams.

  • Become a proficient user of our software, with the ability to demo our product to customers, and lead customers through in-depth conversations about product features and use cases. Act as initial gatekeeper for customer escalations and properly triage or directly address these situations.

  • Identify and nurture internal champions for advocacy and retention/expansion opportunities for our business.

  • Provide scheduled and as-needed operational reviews with the customer.

  • Track product adoption and success - demonstrate account health through KPIs tied to business outcomes. Play an active role in building a truly data-driven organization.

Security Clearance

  • Active Federal Top Secret Clearance preferred not required.

 

Mandatory Skills

  • Minimum of 5 years (ideally 8+) work experience in a technical, business-facing role, including, but not limited to: pre/post-sales consulting, professional services, management consulting, and technical program management.

  • 3+ years experience deploying enterprise software solutions, working with either Java or .NET. 

  • Excellent communication and presentation skills; the ability to interface with a variety of stakeholders and describe complex technology in simple terms; comfortable presenting to executive-level stakeholders. 

  • Understanding of the business goals that our customers are trying to achieve: reducing number of incidents, incident duration, and driving increase in customer experience and perception.

  • Experience building, selling, or supporting enterprise software, ideally enterprise SaaS.

  • Successful experience in growth-oriented environments and the ability to meet/exceed aggressive timelines and business metrics; hunter mindset who will assist our field organization in capturing new business.

  • Experience and high comfort level building and strengthening relationships with executive-level business and technical stakeholders.

  • Solid understanding of Java web application architecture frameworks, distribution mechanisms and messaging components such as Servlets, Struts, Spring, EJB, web services, RMI, JMS, MQ-Series, etc. and/or experience with common .NET web application architecture frameworks, distribution mechanisms and messaging components such as ASP.NET, ASMX, WCF, MSMQ, etc.

  • Must have experience and working knowledge of Unix, Linux, and Windows command operating systems, including shell scripting

Desirable Skills

  • Experience/understanding of Application Performance Management (APM)

  • Experience with AppDynamics directly

  • Working knowledge of storage area networks and virtualization technologies

  • Knowledge of AWS, Azure and/or other cloud technologies

  • Knowledge of basic networking components and concepts

  • Ability to troubleshoot basic networking issues that may prevent communication between hosts

  • Experience with web servers and common relational databases used in todays application architectures and an ability to understand SQL.

Education

  • Computer Science Bachelors degree or higher

  • #appd_jobs

 

Categories

Posted: 2019-12-18 Expires: 2020-06-10

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AppD Senior Technical Account Manager (TAM)

Cisco Systems Inc.
Washington, DC 20004

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