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Customer Success Manager
2 months ago
With deep business knowledge and technical skills, Customer Success Account Specialists are trusted advisors. Credible and respected confidantes who clients depend on to ensure their Enterprise License Agreements and Cloud deployments are fully adopted, and driving the business value they were invested in to achieve.
As a Customer Success Manager – Account Specialist, your mission is to collaboratively lead the way for the deployment and adoption of IBM's solutions within large, complex accounts. Highly organized, with a natural flare for spotting growth opportunities, you will identify and secure projects, while orchestrating the necessary resources for their successful deployment.
Your Role and Responsibilities
Customer Success Managers (CSM) drive business value and technology outcomes throughout customer lifecycle with IBM Software Growth Offerings and IBM Cloud to support Hybrid Cloud Platform strategy. CSMs are responsible
Financial Industry experience strongly desired
• for use case identification and value realization for IBM Software Growth Offerings and IBM Cloud
• architecting and co-creating Minimal Viable Products (MVP) alongside customer practitioners
• driving increased usage and adoption
• guiding customer IT executives through the changes needed to unlock the full value of hybrid cloud
• demonstrating value to the customer and
• identifying additional opportunities for adoption.
• activate early renewal conversations
• identify upsell and
• work with the renewal team to ensure execution of the renewal process.
CSM Account Specialists are an integral part of every IBM account team with unique focus on the adoption and expansion of IBM software. They focus on Individual, Team, and Department Operational Objectives. Focuses on Individual/Team/ Department Operational Objectives
Required Technical and Professional Expertise
- Financial Industry experience strongly desired
- Lead the creation of the Strategic Business Use Case documents with the customers. Document the strategic outcomes that the customer will achieve by using IBM technical solutions. Strategic value should include measurable results including an agreed up on ROI. Leverage best practices to identify critical stakeholder resources and processes needed to quickly achieve results and minimize the churn within the customer account. Review and update the use case and business objectives periodically with the customers.
- Ability to understand and contribute to the IBM Account team during contracting & licensing discussions with the customer related to deployment and strategic planning goals. Understands the client's agreements and related entitlements/usage models.
- Understand and apply leadership concepts that effective impact and delivery on business results. Demonstrate knowledge of the overall industry, portfolio, sales processes and contracting and deployment within an assign Customer. Foster collaboration across IBM with a results orientation focus on client based outcomes.
- Guide in the planning and execution of the Customer Lifecycle Journey for your assigned customer. Understanding clients’ main challenges, and becoming a trusted guide for their migration, deployment, and adoption of licensed software.
- Work with the Customer and other IBM teams through the post sales engagement processes to Onboarding, Adopt & Implement, Expand, Renew and Advocate with a focus on adoption, and driving the business value they were invested in to achieve.
- Work with the customer to regularly hold Stakeholder meetings such as Executive Business Reviews to discuss current deployments, planned expansions and growth.
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.Location Statement 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 The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. 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. This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you. We consider qualified applicants with criminal histories, consistent with applicable law. 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.
Being You @ IBM IBM is committed to creating a diverse environment and 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.
