A Customer Success Manager (CSM) career in IBM means a career where you're helping clients fully realize the value of their existing IBM products, whilst growing their adoption of next-generation technologies from across IBM's wider portfolio. It means being a trusted strategic advisor to some of the world's most transformational enterprises and culturally influential brands, as they rely on your expertise and our technology to solve some of their hardest problems.

Excellent onboarding and industry-leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators – always willing to help and be helped – as you apply passion to work that will have a positive impact on the world around you.

Your role and responsibilities

Your roles & 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 education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

Required Experience:

· 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

Experience with using or implementing webMethods (or a similarly mature product)

· Willingness and ability to travel as required to spend time with customers

Business fluent in English

Preferred technical and professional experience

Preferred Experience:

· Broad Technology Solution Expertise: Proven experience working with a diverse range of technology solutions, including Cloud, Data & AI, and more (training in IBM's products will be provided).

· Demonstrated experience in software, encompassing SaaS, IaaS, PaaS, and Cloud solutions.

Experience with using or implementing webMethods (or a similarly mature product)

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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