Introduction
As a Customer Success Manager - Account Specialist, 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.
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Your Role and Responsibilities
With deep business knowledge and technical skills, Customer Success Account Specialist are trusted advisors who counsels and guides the customer to achieve business value from their technology investment. A natural at inspiring, influencing and motivating others, you'll work closely with colleagues and customers to identify compelling strategic business use cases that bring long term value. expansion projects.
Once bought into, you will advise stakeholders on risk mitigation strategies, and remove critical blockers with a focused on accelerating the team to achieve their goals. This role is for people who know and understand how to build credibility and be a respected confidantes who can orchestrate long term sponsor relationships with a focus maximizing client value and ensure alignment to the customer adoption lifecycle.
To help ensure this win-win outcome, a 'day-in-the life' of this opportunity will include, but not be limited to:
- Actively working as the customer's trusted advisor through all phases of onboarding, deploying, and renewal, including executive briefings and health status checks.
- Leading and facilitating use-case exploration and business framing workshops, and creating client value realization models including ROI and business value assessments.
- Understanding clients' main challenges, and becoming a trusted guide for their modernization and adoption of licensed software.
- Identifying and cultivating relationships with C-Suite stakeholders to act based on business requirements and value provided by IBM's solutions.
Required Technical and Professional Expertise
- High levels of energy, resilience, initiative, and commitment to lead yourself and others through ambiguity to consistently deliver client value.
- Experience building and communicating ROIs, client value assessments, and executive business reviews based on enterprise software implementation and delivery.
- 1st class networking skills, with a provable record of c-suite influencing throughout the closure, and post-closure adoption of complex technology /software sales cycles. (c. $multi-million deals).
- Demonstrable success of communication and relationship development at all levels - from engineers to CIOs - with excellence and comfort in navigating healthy debates that lead to healthy decisions.
- Expertise 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 Expertise
- Experience of working with any of IBM's products and services (Training across IBM's product suite is provided).