Customer Success Manager

3 months ago


Auckland City, New Zealand IBM Full time

Introduction

Your Role and Responsibilities
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 a technical specialist. Someone with a deep understanding of technical complexities. A person who can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way.
With deep roots in a hands-on technological background, 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 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 executives through the changes needed to realise the full value of expanding their adoption of IBM's products.

**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 Hybrid Cloud, Data and AI Growth 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 post-deployment customer success plans aimed at continually increasing post-launch, active user adoption of IBM's products.

Required Technical and Professional Expertise
**Proven Technical Expertise in Complex Technology Sales**: Demonstrated track record as a technical expert (e.g., Engineer or equivalent) in successfully closed Technology sales cycles.

**Hands-On Experience in Technology Domains**: A previous background with hands-on practical experience in Data and AI implementations, enabling rapid establishment of credible trust with client stakeholders.

**Proficiency in Agile Practices**: Solid experience in utilizing agile best practices to achieve successful outcomes in an agile and swift manner.

**Effective Communication and Relationship Building**: Demonstrable success in communicating and personal relationship development at all levels, from engineers to CIOs.

**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 Expertise
**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).

**Sales Experience in Software and Cloud**: Demonstrated experience in software and Cloud sales, encompassing software, SaaS, IaaS, PaaS, and Cloud solutions.

About Business UnitIBM 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.

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 custome



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