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.
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
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.
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).