Customer Success Manager Architect

As a CSM, you will take end-to-end ownership of a diverse range of projects and initiatives, interfacing with and influencing other core account groups, including Sales, Support, Solutions Architecture, product/engineering teams, and customer teams. You will deliver and maintain monthly and quarterly forecasts to meet or exceed consumption targets, execute disciplined portfolio management and pipeline hygiene, and present action plans and results to management, using appropriate escalation techniques to stay on top of goals and objectives.

To be successful in this role, you should:

• Demonstrate a history of success as a consultant, pre-sales, technical account manager, enterprise architect, or an equivalent role.
• Deeply understand customer business and technology needs, becoming the face of IBM to the customer. Serve as a trusted technical expert for the customer's cloud migration, deployment, and adoption of Hybrid Cloud and AI Growth Offerings.
• Have experience handling difficult customers or situations, demonstrating resolutions and a willingness to take initiative and tackle challenges independently.
• Drive positive customer satisfaction and become a trusted advisor to customers and partners by leveraging IBM Cloud products and services to enable defined customer growth plan outcomes.
• Increase IBM Cloud usage consumption by delivering solutions that drive incremental revenue, ensure smooth onboarding, and enhance product usage. Guide clients through a seamless onboarding process, focusing on understanding their needs within the context of IBM Cloud.
• Accelerate business value for customers and partners by developing an end-to-end customer consumption journey (technical, operational, organizational, and educational) that spans IT teams, executives, and business units. Demonstrate, both verbally and in writing, as well as through live product demos, how customers can capture value and envision their future with PaaS, IaaS, and SaaS-based offerings.
• Uncover new use cases for consumption opportunities and drive intent for consumption by actively engaging with Presales and Sales. Prepare insights for management to understand market trends and drive the right business solution outcomes. Provide feedback and insights from customers and partners back to the relevant IBM teams, including Product Engineering and Support, to enable continuous improvement.

Required education

Bachelor's Degree

Required technical and professional expertise

Hands-on experience in Cloud related Technology

• Technical understanding and hands-on experience with Linux

• Ability to show customers how to "use" the offerings to get to first productive use and proactive expansion

• Can build a growth plan to demonstrate how Growth Offerings will deliver customer outcomes

• Analytical mindset and problem-solving skills

• Understanding of enterprise software implementations, SaaS / IaaS / PaaS, and cloud applications

• Strong interpersonal relationship building and executive communications skills

• Can manage multiple customer accounts and projects simultaneously

* Experience working with Containers, OpenShift or equivalent and Hybrid Cloud & AI Growth Offerings

Preferred technical and professional experience

7+ years experience working in technical customer success, account management, or a related role, with a specific focus on Cloud technologies.

Proven track record of building deep relationships with Senior IT executives in large or highly strategic accounts. Experience in managing various stakeholder relationships and leading value proposition conversations to get consensus on solutions/projects.

Foundational-level knowledge of cloud PaaS services, IaaS, and distributed computing, such as standard practices, considerations, and benefits.

Competitive Landscape knowledge of cloud platforms. Technical aptitude and experience to learn new cloud technologies and understand relevant cloud market trends.

Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs.

Experience in working with and influencing customers at multiple levels up to CXOs.

Must have excellent communication and presentation skills.

Willingness to travel, if required on short notice.

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 qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

OTHER RELEVANT JOB DETAILS

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