Customer Success Manager (Architect) - Digital

Introduction
A Customer Success Manager opportunity in IBM might be different to 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 – from initial architecture to implementation and deployment. A person who can quickly understand clients’ hard-to-understand technology issue and communicate them back in an easy-to-understand way.

Using your technical expertise and a consultative style you’ll quickly build credibility as a trusted advisor at all levels. To drive expansion and renewal growth you’ll guide client executives through the changes needed to realize the full value of expanding their adoption of IBM’s products.

Your Role and Responsibilities
We’re passionate about success. If this role is right for you then your achievements mean your career is flourishing and our clients are thriving. To help ensure this win-win outcome a ‘day-in-the life’ of this role may include but not be limited to…
* Understanding clients’ main challenges and becoming a trusted technical expert for their onboarding deployment and adoption of watsonX Growth offerings.
* Shepherding clients through the life of the contract to grow the account; looking for expansion opportunities within and across the product or service the customer is using
* Being the voice of the customer by bringing insights to the broader watsonX community
* Using data and automation to engage customers at scale (1:100 ratio) in a way that makes each customer feel seen and heard without the need for direct and constant 1:1 contact
* Leverage product usage metrics to progress customers through the user journey and continually increase post-launch active user adoption to realize value of IBM’s products.

Required Technical and Professional Expertise
* Experience managing clients in a customer support sales or other client-facing services organization/business
* Background of hands-on practical application of SaaS Data and AI or other technology to quickly build credible trust with client stakeholders
* Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
* Demonstrable success of communication professionalism and personal relationship development at all levels – from engineers to CIOS – with experience navigating challenging debate to reach healthy resolutions
* Understanding of enterprise software implementations SaaS / IaaS / PaaS and cloud applications
* Can manage multiple customer accounts and project simultaneously

Preferred Technical and Professional Expertise
* Experience working in sales of software SaaS / IaaS / PaaS and/or cloud
* Experience in watsonX a plus