Customer Success Manager Architect - Public Cloud

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
As a Customer Success Manager you will apply your product knowledge and technical skills to build and scale on adoption expansion and renewal assets for this portfolio area. These assets will be used by the CSMs in the markets to help their customers achieve business value from their software and services investments. To be successful in this role you:

• Demonstrate a history of success as a product and/or technical expert in the portfolio you are applying for
• Deeply understand customer business and technology needs to make the adoption assets real and relevant
• Put actions in place to drive adoption growth and retention of clients within your territory
• Provide constant product feedback for improved quality and experience of the growth offerings
• Understand the post sales adoption phase with evidence of delivering solutions into production
• Serve and seen as a trusted technical expert by customers communities and IBMers
• Have a proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Have handled difficult customers or situations and can demonstrate resolutions
• Willingness to take initiative and tackle things on your own
• Ability to navigate data and people to find answers
• Execute customer success plan to drive adoption and expansion post-deployment

Required Technical and Professional Expertise

• Technical understanding and hands-on experience with your portfolio / product area
• Experience with enterprise software implementations
• 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
• Strong interpersonal relationship building and executive communications skills

Preferred Technical and Professional Expertise

• Solid experience in Customer Success Professional Services and/or Services and Financial Industries Technical Sales (e.g. technology or management consulting)
• Experience working with Red Hat OpenShift VMWare and Hybrid Cloud
• Experience working in B2B Enterprise Software SaaS / IaaS / PaaS and/or Cloud