A Customer Success Manager (CSM) career in IBM means a career where you're helping
clients fully realise the value of their existing IBM products, whilst growing their adoption
of next-generation technologies from across IBM's wider portfolio. It means being a
trusted strategic advisor to some of the world's most transformational enterprises and
culturally influential brands, as they rely on your expertise and our technology to solve
some of their hardest problems.
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.
A Customer Success Manager opportunity in IBM might be different to what you're used
to. In addition to the people and commercial skills often associated with this position, an
IBM CSM is also a Technical Specialist. Someone with a deep understanding of technical
complexities. A person who can quickly understand clients' hard-to-understand
technology issues and communicate them back in an easy-to-understand way.
With deep roots in a hands-on technological background, and through different
communication techniques, you'll be able to showcase IBM solutions. Using excellent
communication, you'll articulate their compatibilities with a client's stack via use-case
identification, solution architecture design, and MVP builds.
With technical expertise and a consultative style, you'll quickly build credibility as a
trusted advisor at all levels. To drive expansion and renewal growth, you'll guide IT
executives through the changes needed to realise the full value of expanding their
adoption of IBM's products.
Your primary responsibilities will include:
Understanding Client's Challenges and Building Trust: Understand clients' primary
challenges and establish yourself as a trusted technical expert for their migration,
deployment, and adoption of Hybrid Cloud and AI Growth offerings.
Facilitating Use Case Exploration and Business Framing: Lead use case exploration and
business framing workshops, develop client value realization models.
Leading Persuasive Technical Conversations: Lead technical discussions that persuade
clients to act based on their requirements and the value provided by IBM's solutions.
Creating Post-Deployment Customer Success Plans: Develop post-deployment
customer success plans aimed at continually increasing post-launch, active user
adoption of IBM's products
Hands-On Experience in Technology Domains: A previous background with hands-on
practical experience in one of the following areas: Cloud, Data and AI, Automation,
Integration or Security, enabling rapid establishment of credible trust with client
stakeholders.
Proficiency in Agile Practices: Solid experience in utilizing agile best practices to
achieve successful outcomes in an agile and swift manner.
Effective Communication and Relationship Building: Demonstrable success in
communicating and personal relationship development at all levels, from engineers to
CIOs.
Self-Motivation and Problem-Solving Aptitude: A natural inclination toward self-
motivation and initiative, in addition to the ability to navigate data and people to find
answers and present solutions.
Broad Technology Solution Expertise: Proven experience working with a diverse range
of technology solutions, including Cloud, Data & AI, and more (training in IBM's
products will be provided).
Sales Experience in Software and Cloud: Demonstrated experience in software and
Cloud sales, encompassing software, SaaS, IaaS, PaaS, and Cloud solutions.