A Customer Success Specialist (CSM) career in IBM means a career where you're helping clients fully realize the value of their existing IBM products, while growing their adoption of next-generation technologies from across IBM's wider portfolio.

Preferring to 'show' vs. 'tell' we're looking for early professional hires with 2+ years who want to combine their technical interests and education with the people skills needed to architect technical solutions, co-creating with customers, partners, and colleagues to solve technical and business challenges.

Excellent onboarding training will set you up for success, while ongoing development will continue to advance your career through its upward trajectory. Our sales environment is fast-paced and supportive. Always part of a team, you'll be surrounded by leaders and colleagues who are always willing to help and be helped - as you support pilots that compel clients to invest in IBM's products and services.

Your role and responsibilities

A Customer Success Specialist role in IBM has unique attributes. In addition to the people skills often associated with this position, an IBM CSM is also a developer/programmer and problem solver. Someone with a deep understanding of technical complexities. A person who can quickly understand a client's technology issues and apply IBM technologies to solve the challenge.

Using a hands-on approach with the technology, and through different communication techniques, you'll be able to showcase IBM solutions. Using excellent communication, you'll articulate their compatibilities with a client's stack via use-case identification, solution architecture design, and MVP (minimal viable product) builds.
With 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 IT leaders through the changes needed to realize the full value of expanding their adoption of IBM's products.

Your primary responsibilities will include, but not be limited to:

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 Hybrid Cloud and AI offerings.
Facilitating Use Case Exploration and Business Framing: Lead use case exploration and business framing workshops, 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 customer success plans aimed at continually increasing active user adoption of IBM's products.

To be successful in this role, you will need:

Confidence to contact and engage potential new customers and deliver an elevated experience.
A desire to continually learn new technologies and how to apply their value in a client environment.
Motivation to achieve technical objectives and high client satisfaction.
Embrace curiosity and a growth mindset.

You may work with any of the following technologies: Analytics, Artificial Intelligence, IT Automation, Cloud, and Security.

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

Client Focused: Asks open-ended questions and understands needs to address business challenges.
Tech Savvy: Conversant about technology, latest industry trends and how it is being applied to address business challenges.
Team Player: Demonstrates team collaboration and can navigate different communication styles.
Excellent Communication Skills: Possess verbal, written, and interpersonal skills that are engaging, compelling and influential.
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.

Preferred technical and professional experience

Technical Education: B.S./M.S. in Computer Science, Data Science, Engineering, Information Systems, or equivalent technical degree/experience.
Programming experience a plus.
Prior work experience in client sales or service.

ABOUT BUSINESS UNIT

IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

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