Introduction
A Customer Success Manager Architect (CSM) career in IBM means a career where you're helping clients fully realise the value of their existing IBM products, whilst 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, 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.
Your Role and Responsibilities
With deep business knowledge and technical skills, Customer Success Account Specialists are trusted advisors. Credible and respected confidantes that clients depend on to ensure their Enterprise License Agreements and Cloud deployments are fully adopted, and driving the business value they were invested in to achieve.
A natural at inspiring, influencing and motivating others, you'll work closely with colleagues and customers to identify compelling business use cases for expansion projects that lead to further investment. Once bought into, you will build technically viable deployment roadmaps for the near- to long-term, collaborating with stakeholders to maximize their software licensing adoption and deliver exceptional value.
Your Primary Responsibilities Will Include
- Understanding Client's Challenge and Building Trust: Understand clients' primary challenges and establish yourself as a trusted technical expert for their migration, deployment, and adoption of licensed software.
- C-Suite Stakeholder Relationship Building: Identify and nurture relationships with C-Suite stakeholders, encouraging them to act based on business requirements and the value provided by IBM's solutions.
- Facilitating Use-Case Exploration and Business Framing: Lead and facilitate use-case exploration and business framing workshops, create client value realization models, including ROI and business value assessments.
- Customer Advisory Role: Actively work as the customer's trusted advisor throughout all phases of onboarding, deployment and renewal, which includes executive briefings and health status checks.
- High Energy, Resilience, and Initiative: Demonstrated high levels of energy, resilience, initiative, and commitment to lead yourself and others through ambiguity to consistently deliver client value.
- ROI and Value Communication: Proven experience in creating and communicating ROIs, client value assessments and executive business reviews based on enterprise software implementation and delivery.
- Exceptional Networking Skills: With a verifiable record of influencing the c-suite throughout the closure and post-closure adoption of complex technology/software sales cycles (involving deals worth multi-millions).
- Effective Communication and Relationship Building: Demonstrable success in communication and relationship development at all levels, from engineers to CIOs, with excellence and comfort in navigating healthy debates that lead to sound decisions.
- Problem-Solving and Solution Presentation: Proficiency in navigating data, people, and processes to find answers and present solutions that compel further client investment and expanded adoption of provided solutions.
- Experience working with a broad spectrum of technology solutions Cloud, Data & AI, security, automation etc. (training in IBM's products will be provided).
- Experience working in sales of software, SaaS / IaaS / PaaS and/or Cloud
IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The companys Global Markets organization is a strategic sales business unit that manages IBMs 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 youll be able to learn and develop yourself and your career, youll 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
IBMs 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, were 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 its time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status. The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with different abilities to apply.
