Customer Success AI Innovation Leader

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.
Technology is constantly changing unlocking new and innovative ways to how we work and how we engage clients. In Customer Success that can span machine learning models that unlock insights not otherwise easy to obtain to improving employee and client experience with generative AI.
IBM Customer Success helps clients fully realize the value of their existing IBM products while growing their adoption of next-generation technologies from across IBM’s portfolio. A career in Customer Success means bringing innovation to advise our CSMs as well as some of the world’s most transformational enterprises and culturally influential brands to solve some of their hardest problems.

Your Role and Responsibilities
As a Customer Success AI Innovation Leader you work daily pushing the envelope on how to transform how we work engaging hands-on with watsonx and working across the company with many of the brightest AI minds. With hands-on experience in AI or data science and through influential communication techniques you’ll showcase the art of the possible gain buy-in and ensure successful adoption of new capabilities. You will be in the heart of transforming day to day experiences through the use of generative AI machine learning and large language models.

Your primary responsibilities will include:

• Leading identification and prioritization of use cases: Work closely with the team around the world listening for areas of opportunity aligning and providing leadership of the AI agenda for Customer Success.
• Pilot use cases to prove value: Gain buy-in and work hands-on with a cross-functional team to build and pilot key use cases to prove value.
• Leading Persuasive Technical Conversations: Lead discussions with teams across IBM to align initiatives for maximum impact and act based on the value pilots achieve.
• Acting as a reference to our clients: Many of our clients have Customer Success leaders facing similar challenges. Engage in discussions with clients to convey the art of the possible using watsonx.

Required Technical and Professional Expertise

• Proven Technical Expertise with AI or data science: Demonstrated track record as a technical expert in projects adopting AI or data science technologies.
• Proficiency in Agile Practices: Solid experience in utilizing agile best practices to achieve successful outcomes in an agile and swift manner.
• Effective Communication and Relationship Building: Demonstrable success in communicating and personal relationship development at all levels from engineers to CIOs.
• Self-Motivation and Problem-Solving Aptitude: A natural inclination toward self-motivation and initiative in addition to the ability to navigate data and people to find answers and present solutions.
• Transformational leadership: Track record of thinking about how individuals can work differently and scaling out adoption of transformational capabilities.

Preferred Technical and Professional Expertise

• Business Case Development: Proven experience building strong business cases for investment in new capabilities.
• Customer Success: Experience as a Customer Success Manager or working closely with a Customer Success organization.
• Complex Project Management: Proven track record progressing multiple programs on aggressive schedules in parallel.