Introduction
A Customer Success Manager Architect (CSM) career in IBM means a career where you're helping clients fully realize the value of their existing IBM products, while 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, while 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
A Customer Success Manager Architect in IBM might be different than what you're used to. It means you will be helping customers achieve their business outcomes through architecture design, deployment, usage and growth of the IBM Software offerings. In addition to the people and commercial skills often associated with this position, an IBM CSM is also an Architect. Someone with a deep understanding of technical complexities - from initial architecture to implementation and deployment. A person who can quickly grasp our clients' challenging technology issues and communicate them back in an easy-to-understand way.
With deep roots in a hands-on technological background and through a variety of communication channels, you'll be expected to showcase IBM's solutions whilst clearly articulating our technology compatibilities with a client's stack via use-case identification, solution architecture design, and MVP builds.
Using your 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 realize the full value of expanding their adoption of IBM's products.
We're passionate about success. If this role is right for you, then your achievements mean your career is flourishing and our clients are thriving. To help ensure this win-win outcome, a 'day-in-the life' of this role may include, but not be limited to...
- Understanding clients' main challenges, and becoming a trusted technical expert for their migration, deployment, and adoption of Hybrid Cloud and AI Growth offerings.
- Facilitating use case exploration and business framing workshops and creating client value realization models.
- Leading technical conversations that persuade clients to act based on requirements and value provided by IBM's solutions.
- Creating post-deployment customer success plans, that continually increase post-launch active user adoption of IBM's products.
Required Technical and Professional Expertise
- Technical understanding and hands-on practical application with IBM Z Software to quickly build credible trust with client stakeholders.
- Solid experience of using agile best practices to successfully deliver in a way that's both nimble and fast.
- Demonstrable success of communication and personal relationship development at all levels - from engineers to CIOs - with experience of navigating challenging debate to reach healthy resolutions.
- Can demonstrate a natural bias towards self-motivation and initiative in addition to navigating data and people to find answers and present solutions.
Preferred Technical and Professional Expertise
- Experience working with key IBM Z Software offerings in one or more of the following categories:
- Application Modernization/DevOps: e.g. watsonx Code Assistant for Z (WCA4Z), Application Discovery and Delivery Intelligence (ADDI), IBM Developer for z/OS (IDz), IBM Automatic Binary Optimizer for z/OS (ABO)
- Application Platform: e.g. CICS, CICS Tools, z/OS Connect, IMS, TPF
- System Software TPS: e.g. AIOps, Watson Machine Learning (WML)
- Experience working in Tech Sales, Support, Development and/or Product Management for IBM Z Software