Introduction
IBM is making a major investment in CSM globally starting in 2021. The field of CSM is very large and offers great career growth opportunities for you, as you will not only collaborate agilely with IBM employees around the world, but also deeply with key roles at IBM's important customer companies. In the past few years, CSM has become a very popular job position in the market. Join the diverse and energetic IBM Customer Success team and create a new future for our customers!
Your Role and Responsibilities
The watsonx Customer Success Manager is a professional technical role that engages customers with deep technical skills, especially in the watsonx product suite and AI technology. The watsonx Customer Success Manager will discuss and create specific use cases with customers that will bring value to their business, and work closely with them to ensure that they actually experience the value of using our software products, especially watsonx.
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You will bring your skills, enthusiasm, and proof that IBM's Open Hybrid Cloud Platform & AI strategy and its core software products and technologies bring significant business value to IBM's key customers, and will be a trusted and exciting partner to work with. This is an exciting role for a partner.
Job Description:
As a watsonx CSM (Architect), you will primarily perform the following activities for customers who have purchased IBM watsonx software products
- Support in the development or creation of use cases
- Design solution architectures and build MVPs
- Assist with IBM software deployment and utilization of Red Hat OpenShift platform
- Through the above activities, we will help our clients to experience the business value of IBM products and increase the use of our products and technologies.
- To lead customers to renew their contracts for purchased IBM products in cooperation with business partners and sales teams for the products they are using
- Collaborate closely with business partners and other roles within IBM, including sales, technical sales, service, support, development, etc., to achieve the above (collaborate with the Global team as appropriate).
Required Technical and Professional Expertise
Basic understanding of AI, generative AI and hands-on experience with the watsonx product suite (or similar products)
Technical knowledge of enterprise software (including SaaS, PaaS) and cloud applications
- Ability to show customers how to use/apply products in real life (including demos, MVPs)
- Ability to work with customers to develop use cases that bring tangible value to the customer's business, and to understand the customer's business and explain it in a technical and logical manner
- Ability and ownership to deal with complex and difficult problems end-to-end (understanding, analyzing/analyzing/deciding, and resolving)
- Ability to build interpersonal relationships and communicate with the customer's upper level management
- Experience and track record in service delivery/project management, consulting, technical support, or technical sales of enterprise software products.
- Experience and experience working/collaborating with cloud vendors as an engineer or consultant.
- Experience in implementing and completing SI projects using SaaS, IaaS, and PaaS at a SI vendor.
Preferred Technical and Professional Expertise
- Technical knowledge and hands-on experience with Hybrid Cloud and OpenShift
- Technical knowledge of IBM Middleware, Software and Cloud Services
- Experience as a Customer Success Manager for enterprise software products
- Experience working with international teams in a global company