Customer Success Manager iPaaS

Introduction
A Customer Success Manager (CSM) career in IBM means a career where you’re helping clients fully realize 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 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 on the world around you.

Your Role and Responsibilities
A Customer Success Manager opportunity at IBM might be different from what you’re used to. 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. A person who can quickly understand clients’ hard-to-understand technology issues and communicate them back in an easy-to-understand way.
As a Customer Success Manager you will work with key decision-makers with our clients to enable them to be as successful as possible. You’ll work closely with other departments within IBM to be responsible for the post-sales journey for a portfolio of Clients. By ensuring their ongoing adoption and success you’ll contribute to retention renewals and increased opportunities for growth. By joining a new and dynamic team you will also work to contribute to the Customer Success discipline at IBM which is rapidly growing and improving.

Your primary responsibilities will include:

• Understanding Client’s Challenges and Building Trust: Understand clients’ primary challenges and establish yourself as a trusted technical expert for their migration deployment and adoption of our Integration and automation products.
• Facilitating Use Case Exploration and Business Framing: Lead use case exploration and business framing workshops and develop client value realization models.
• Leading Persuasive Technical Conversations: Lead technical discussions that persuade clients to act based on their requirements and the value provided by IBM’s solutions.
• Creating Post-Deployment Customer Success Plans: Develop post-deployment customer success plans aimed at continually increasing post-launch active user adoption of IBM’s products.

Required Technical and Professional Expertise

• Prior success in a customer-facing role such as customer success consulting pre-sales technical account management or equivalent functions
• Great presentation communication and interpersonal skills – both remote and in-person
• Track record of achieving targets and goals/quotas
• Self-motivated and strong organization/time management skills
• Experience in running large complex projects or programs
• Ability to lead technical/in-depth conversations
• Handled difficult customer situations and escalations
• Proactive and open to working cross-functionally with sales services support and other peers
• Experience with using or implementing webMethods (or a similarly mature product)
• Willingness and ability to travel as required to spend time with customers
• Business fluent in English

Preferred Technical and Professional Expertise

• Broad Technology Solution Expertise: Proven experience working with a diverse range of technology solutions including Cloud Data & AI and more (training in IBM’s products will be provided).
• Demonstrated experience in software encompassing SaaS IaaS PaaS and Cloud solutions.
• Experience with using or implementing webMethods (or a similarly mature product)