Customer Success Manager Super iPaaS

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
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
• Ability to write and analyse SQL Java and Python code
• Willingness and ability to travel as required to spend time with customers
• Business fluent in English

Preferred Technical and Professional Expertise

• Experience of working with containers (Docker Kubernetes) and automation (Ansible Terraform)
• Understanding of Snowflake Databricks and On-premise Data Warehouse vendors
• Understanding of platforms and tools for large-scale data processing (HDFS HBase Hive Spark SOLR among others)
• Experience working with large-scale cloud-based infrastructure-as-a-service platforms (Amazon AWS Microsoft Azure Google Cloud OpenStack OpenShift)
• Knowledge and experience working with Data Warehousing and Data Integration concepts and ETL/ELT Tools and implementations (StreamSets Informatica Talend FiveTran SnapLogic Pentaho Azure Data Factory etc.)