IBM

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 Customer Success Manager, you will apply your product knowledge and technical skills to build and scale on adoption, expansion, and renewal assets for this portfolio area. These assets will be used by the CSMs in the markets to help their customers achieve business value from their software and services investments. To be successful in this role you:

• Demonstrate a history of success as a product and/or technical expert in the portfolio you are applying for
• Deeply understand customer business and technology needs to make the adoption assets real and relevant
• Put actions in place to drive adoption, growth, and retention of clients within your territory
• Provide constant product feedback for improved quality and experience of the growth offerings
• Understand the post sales adoption phase with evidence of delivering solutions into production
• Serve and seen as a trusted technical expert by customers, communities, and IBMers
• Have a proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Have handled difficult customers or situations and can demonstrate resolutions
• Willingness to take initiative and tackle things on your own
• Ability to navigate data and people to find answers
• Execute customer success plan to drive adoption and expansion post-deployment

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Required Technical and Professional Expertise

• Proved experience in the area of customer success or adjacent.
• Technical understanding and hands-on experience with cloud computing related portfolio / product area.
• Experience working with cloud computing technologies in the areas of IaaS and PaaS.
• Ability to demonstrate customers “how to use” cloud related functionalities to accelerate usage and expansion.
• Build long-term success planning demonstrating clear steps to be take to achieve over time expansion.
• Analytical mindset and problem-solving skills.
• Strong skills in the areas of relationship building and executive communications.
• Team collaboration and empathy.

Preferred Technical and Professional Expertise

• Software implementation and enterprise level.
• Experience with professional services and/or working in post-sales with Technical Sales.
• Experience working with Red Hat OpenShift, VMWare, SAP and Hybrid Cloud.
• Experience working in B2B Enterprise Software and SaaS.