Introduction
As a Customer Success Manager, your role is to guide the deployment and adoption of IBM Cloud services and products in large, complex accounts through collaboration with customer and internal teams. With exceptional organizational skills and an instinct for identifying growth opportunities, you'll pinpoint and secure projects while coordinating the essential resources for their successful implementation. Focus on implementation, retention, and expansion
Your Role and Responsibilities
As a Customer Success Manager (Architect), you will apply your technical skills to help our customers achieve their business outcomes with hybrid cloud and AI Growth Offerings. You will be responsible for use case identification, solution architecture design, MVP builds, and the adoption of our Growth Offerings that run on Red Hat OpenShift. You will also guide IT executives through the necessary changes to unlock the full value of the hybrid cloud, demonstrate to users how to derive value from their solutions, identify expansion opportunities, and collaborate with the renewal team to ensure the successful execution of the renewal process.
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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 Technical and Professional Expertise
- Hands on experience in Infrastructure 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 Expertise
- 8+ 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.