Customer Success Manager - Leader

A true change-agent you’ll hire and continually develop high performing teams who get IBM’s products and services adopted post-sale to continually meet your customers’ business goals.

Combining c-suite gravitas with developer-level approachability you’ll lead your teams as they co-create with clients to fully realise the value of their existing IBM products whilst expanding their adoption of next-gen solutions from across IBM’s wider portfolio.

Excellent onboarding training will set you up for positive impact and success whilst ongoing development will continue to advance your career. Our sales environment is fast-paced and supportive. Always connected to a wider team you’ll be surrounded by other leaders and colleagues. People who are always willing to help and be helped as you scale your territory with and through your team as they compel clients to continually invest in IBM’s people products and services.

Your Role and Responsibilities

Customer Success careers in IBM might be different to what you’re used to. In addition to the people skills and business acumen often associated with this position IBM CSMs are also Architects. People with a deep understanding of technical complexities. They can quickly understand clients’ hard-to-understand technology issue and communicate them back in an easy-to-understand way. As such they require growth-minded radically candid leaders who can lead and support them technically commercially and behaviourally.

As an experienced leader of technical customer-facing talent you’ll help your teams showcase IBM’s solutions. Providing direction for use-case identification solution architecture design and MVP builds you’ll help your teams guide clients through their existing tech stack compatibilities and changes needed to realise the full value of expanding and /or renewing their adoption of IBM’s solutions.

Your primary responsibilities will include:

• Team Leadership and Development : Hire nurture and develop a team of exceptional client-facing technical talent.
• Solution Validation : Collaborate with CSMs and clients to validate solutions with MVPs that deliver value leading to production readiness.
• Establishing Trusted Client Relationships : Create and maintain enduring trusted relationships at technical levels within clients including CIOs CTOs Developers Data Scientists and Architects establishing IBM as an essential partner.
• CSM Team Coaching : Coach CSM teams with clarity and conviction to ensure they fully understand how to perform their roles successfully and achieve their KPIs.

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Required Technical and Professional Expertise

• Proven Leadership and Credibility : Seasoned technical leadership with a proven track record along with experience in coaching CSM teams to drive the adoption of complex enterprise-grade technology solutions.
• Expertise in Deal and Situational Coaching : Demonstrable mastery of deal and situational coaching while fostering a high-performing growth-minded and candid culture.
• Practical Skills in Technology Domains : Possess deep practical and applied skills in one of the following areas: Cloud Data and AI Automation Integration or Security (with understanding across a broad selection including their interconnectivities).

Preferred Technical and Professional Expertise

• Diverse Technology Solution Expertise : Experience working with a wide range of technology solutions including Cloud Data & AI and more (training in IBM’s products will be provided).

• Sales Experience in Software and Cloud : Proven experience in software and Cloud sales including software SaaS IaaS PaaS and more.