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Introduction

As a Customer Success Manager, your mission is to collaboratively lead the way for the deployment and adoption of IBM's solutions within large, complex accounts. Highly organized, with a natural flare for spotting growth opportunities, you'll identify and secure projects, whilst orchestrating the necessary resources for their successful deployment.

 Excellent onboarding and an industry leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators - always willing to help and be helped - as you apply passion to work that will have a positive impact to the world around us.

Your role and responsibilities

IBM Customer Success Managers (CSMs) are responsible for ensuring clients achieve their desired business outcomes with IBM products and services, acting as technical experts and trusted advisors. They bridge the gap between technical implementation and business goals, driving adoption and satisfaction while identifying opportunities for expansion.
Key Responsibilities of an IBM CSM:
Technical Expertise and Guidance:
CSMs are technical architects who help clients deploy and adopt IBM Hybrid Cloud and AI solutions, providing guidance on use cases, solution architecture, and security.
Driving Adoption and Value:
They help clients maximize the value they receive from IBM products and services, accelerating time to value and ensuring successful implementation and ongoing use.
Building Relationships and Trust:
CSMs establish strong relationships with clients, becoming trusted advisors and a primary point of contact for their needs and concerns.
Identifying Expansion Opportunities:
They work with sales and technical sales teams to identify opportunities for upselling and cross-selling, helping clients expand their use of IBM solutions.
Collaboration and Communication:
CSMs collaborate with various IBM teams, including sales, technical sales, product teams, and support, to ensure a seamless customer experience.
Renewal Management:
They work with renewal teams to ensure a smooth renewal process for existing contracts.
Product Expertise:
CSMs maintain a deep understanding of IBM products and services, including roadmaps and new features, and can effectively communicate this knowledge to clients.
Business Reviews:
They conduct business reviews with clients to ensure alignment on outcomes and address any challenges or concerns

Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise

High Energy, Resilience, and Initiative: Demonstrated high levels of energy, resilience, initiative, and commitment to lead yourself and others through ambiguity to consistently deliver client value.
ROI and Value Communication: Proven experience in creating and communicating ROIs, client value assessments and executive business reviews based on enterprise software implementation and delivery.
Networking Skills: With a verifiable record of influencing the c-suite throughout the closure and post-closure adoption of complex technology/software sales cycles (involving deals worth multi-millions).
Effective Communication and Relationship Building: Demonstrable success in communication and relationship development at all levels, from engineers to CIOs, with excellence and comfort in navigating healthy debates that lead to sound decisions.
Problem-Solving and Solution Presentation: Proficiency in navigating data, people, and processes to find answers and present solutions that compel further client investment and expanded adoption of provided solutions.

Preferred technical and professional experience

Familiarity with IBM's Product Portfolio: Prior experience working with any of IBM's products and services from the Data & AI brand or Automation Brand (training covering IBM's product suite will be provided).

ABOUT BUSINESS UNIT

IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.