Sr Delivery Consultant - Turbonomic & Instana - Technology Expert Labs

Introduction

As a Technology Expert Labs Sr. Delivery Consultant, you will be responsible for leading and owning the delivery of a successful Professional Services practice to Turbonomic's largest and most complex customers. You will serve as the first point of contact for all queries related to your customers' engagements, as you continue to drive customer progress along the ARM (Application Resource Management) multi-journey.

Additionally, you are expected to provide a level of leadership and accountability that will instill confidence and trust to your customers and peers. This will be based on your natural leadership abilities, as well as key technical abilities that are critical in identifying solutions, troubleshooting issues, and answering related technical questions as they arise.

• Lead the practice by identifying and prioritizing the customers' Business Outcomes and/or Business Pains, being able to map Turbonomic's technical capabilities towards a successful services delivery to reach such goals and mitigate identified pains.
• Clearly identify Key Results that serve as the compass of a successful Service Delivery engagement by way of obtaining customers' Business Outcomes.
• Help Identify Key Performance Indicators (KPIs) and metrics to drive and measure a successful Service Delivery towards Business Objeectives.
• Collaborate with engineering and product management teams to develop innovative solutions to customer requirements.
• Demonstrate clear understanding of industry trends, common challenges, best practices, customer's business, competitors, market positioning and adoption of best practices.
• Keep a primary focus on customer success through advisory in terms of how to leverage Turbonomic for optimal business value outcomes as the customer adopts the ARM multi-journey.
• Establish & execute account governance, set delivery metrics and drive customer excellence in existing accounts.
• Leverage existing relationships to retain and grow company revenue through positive representation of Turbonomic solutions in routine conversations with clients.
• Ensure overall quality of the interaction with each customer, coordination of all aspects of delivery, and overall adoption of Turbonomic solutions across the customer landscape.
• Drive results on services engagements to ensure rapid adoption and short time to value for customers
• Serve as the central point of contact for your customer in supporting the services delivery engagements, including day to day job execution.
• Become the primary point of communication responsible for all aspects of planning, scheduling and management of deliverables across multiple, complex engagements.
• Identify opportunities within the customer's environment to extend Turbonomic adoption by understanding their key business and technical objectives.
• Document all work with customers including overall value provided, run books, configuration guides, and executive summaries.
• Maintain current functional and technical knowledge of Turbonomic, Cloud, Containers, and Virtualization, data center infrastructure and other emerging technologies.
• Assist with documenting best practices in developing and implementing Turbonomic solutions.
• Ensure best practises and standards are followed and adhered to with all customer engagements.
• Maintain all current Turbonomic certifications as required.
• Help identify the need for training (content) across the practice.
• Help create training content/collateral.

• Natural leadership ability demonstrated through your day to day activities and contributions to the customer and the wider Turbonomic team.
• A strong customer relationship management skillset.
• A sense of urgency, diligence and proactiveness.
• Demonstrated ability to work independently to plan, prioritize, coordinate, and manage multiple resources, across multiple client engagement projects of varying degrees of complexity.
• Demonstrated ability to meet client expectations while adhering to defined corporate policies, practices, and processes.
• Demonstrated ability to implement project/program management practices (change requests, issue management, risk management, decision tracking and cost tracking).
• 12+ years experience as a Sr. Account Executive, Sr. Engagement Manager, Sr. Project or Program Manager, Professional Services consultant or Sales Engineer.
• Extensive field experience in one or more of these fields: virtualization (7+ yrs), cloud computing architectures (5+ yrs) and containers (3+ yrs)
• Bachelor's Degree in Math, CS, IT Business Management, Economics, Engineering or related field or equivalent experience.
• Technologist level of understanding of hardware and software architecture, virtualization, cloud and associated infrastructure design and development.
• Ability to communicate difficult or sensitive information tactfully, resolve conflict and escalate issues in a timely manner.
• Strong organizational skills with an ability to manage competing client demands.
• Excellent communications and interpersonal skills.
• Proven ability to deliver technical workshops to customer teams, confidently sharing knowledge and answering technical questions.
• Strong analytical, organizational and documentation skills.
• Ability to travel approximately 20% of the time.

• Software Development experience a plus.

• 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