Customer Success Manager (Architect)

Job description

Introduction
A Customer Success Manager Architect (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 an 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 to the world around us.

This is an opportunity to shape the future for both IBM and its clients. Start your journey now!

Your Role and Responsibilities
Your Role and Responsibilities

As a Customer Success Manager (Architect) you will apply your technical skills to help our customers achieve their business outcomes with hybrid cloud & AI Growth Offerings. You will be responsible for use case identification, solution architecture design, MVP builds, and adoption of our Growth Offerings that run on Red Hat OpenShift.
You will also guide IT executives through the changes needed to unlock the full value of hybrid cloud, show users how to get value out of their solutions, identify expansion opportunities, and work with the renewal team to ensure execution of the renewal process.

To be successful in this role you:
·  Demonstrate a history of success as a consultant, pre-sales, technical account management, enterprise architect, or equivalent
·  Deeply understand customer business and technology needs; become the face of IBM to the customer
·  Serve as a trusted technical expert for the customer’s cloud migration, deployment, and adoption of Hybrid Cloud & AI Growth Offerings
·  Have a proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
·  Have handled difficult customers or situations and can demonstrate resolutions
·  Willingness to take initiative and tackle things on your own
·  Ability to navigate data and people to find answers
·  Execute customer success plan to drive adoption post-deployment

Required Technical and Professional Expertise

·  Security background in Threat Management, SOC solutions, Vulnerability Management or other security areas
·  Technical understanding of Containers, Kubernetes and OpenShift a plus
·  Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
·  Can build a growth plan to demonstrate how security offerings will deliver customer outcomes
·  Analytical mindset and problem-solving skills
·  Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications
·  Strong interpersonal relationship building and executive communications skills
·  Can manage multiple customer accounts and projects simultaneously

Preferred Technical and Professional Expertise

·  Experience in Customer Success, Technical Sales, Professional Services and/or Services Industries (e.g., IT security, technology or management consulting)
·  Technical understanding of IBM Middleware / Software / Cloud Services a plus
·  Experience working with OpenShift and Hybrid Cloud & AI Growth Offerings a plus
·  Experience working in B2B Enterprise Software, SaaS / IaaS / PaaS and/or Cloud a plus
·  Relevant security certificate a plus
·  Other Technical Certifications considered