Job Description

Job Description

Being a CSM within IBM Technology Sales is about proactive initiative, controlled speed, and positive impact. Moving fast, we have a bias for action, and an obsession to support our clients in overcoming their most difficult issues.

In a world where technology moves at speed, it’s essential that we stay ahead of the curve to provide tailored solutions from across IBM’s whole product suite, that meets our clients’ needs. It’s not enough for us to know that there are problems in the world – As CSMs we’re obligated to make sure they’re continually solved. It’s an obsession that drives us to help our clients modernize and thrive. Always.

Your Role and Responsibilities
A Customer Success Manager drives business value and technology outcomes throughout the customer lifecycle with C&CS (Cloud & Cognitive Software) Growth Offerings to support Hybrid Cloud Platform strategy.

• Responsible for use case identification and value realization for C&CS Growth Offerings
• Architects and co-creates MVP alongside customer practitioners
• Drives increased usage and adoption for C&CS Growth Offerings
• Guides customer IT executives through the changes needed to unlock the total value of hybrid cloud
• Demonstrates the value of C&CS Growth Offerings to the customer and identifies additional opportunities for adoption
• Activates early renewal conversations, drives upsell and works with the renewal team to ensure execution of the renewal process

To be successful in this role, you will have to:

• Exude deep understanding of customers and value, customer business, and technology needs; becomes the face of IBM to the customer
• Co-defines customer roadmap for implementation and value realization alongside customer
• Possess Technical knowledge to drive adoption. Serves as a trusted expert for customers’ cloud migration and deployment of C&CS Growth Offerings
• Conduct workshops with customers to align IT architecture, integration & migration requirements
• Execute customer success plan to drive adoption post-deployment
• Build and execute retention and expansion plays

Required Technical and Professional Expertise

• Technical understanding and hands-on experience with Containers or equivalent, Value Prop, Use Cases, Competitive Differentiation
• Experience with enterprise software implementations/operation/presale in 1 or 2 of these areas:
  • Enterprise Workflow
  • Integration technology e.g. Kafka, MQ, Rest API
  • Data Management
  • Data Science e.g. AI, Predictive
  • Security e.g. Threat Management, Access management
  • Observability e.g. application/performance management
• Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
• Analytical mindset and problem-solving skills
• Understanding of enterprise software implementations, SaaS / IaaS / PaaS, and cloud applications
• Strong interpersonal relationship-building and executive communications skills

Preferred Technical and Professional Expertise

• 2-4 years of experience in Customer Success, Professional Services and Services Industries, Technical Sales (e.g., technology or management, consulting)