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.
Your role and responsibilities
- Serve as a trusted advisor for customer’s intelligent modernization and cloud migration journeys, including deployment, and continuous optimization
- Drive business value and technology outcomes throughout customer lifecycle with IBM Hybrid Cloud and AI growth offerings
- Guide customer IT executives through the changes needed to unlock the full value of IBM Hybrid Cloud and AI growth offerings
- Co-define customer roadmap for implementation and value realization alongside customer
- Define and execute customer success plan to demonstrate value of IBM Hybrid Cloud & AI growth offerings, drive adoption post-deployment and identify additional opportunities for expansion
- Lead transformative and technical conversations and persuade extended stakeholders to take action based on requirements and value provided by solutions
- Conduct workshops with customer to align IT architecture , integration & migration requirements
Build and execute retention and expansion plays
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
- 2-5 years of experience in customer-facing roles such as Customer Success, Technical Sales, Advisory Services, Professional Services or equivalent
- Experience with enterprise software implementations in (a) hybrid and/or multi-cloud environment, and (b) enterprise software implementations/operation/presale at least one of the following: Application Integration & Development middleware, IT Operation Automation, IT Infrastructure Delivery Automation, etc.
- Demonstrate a history of success architecting, implementing and support solutions in a technical consulting, pre-sales, technical account management, technical architect or equivalent role
- Be willing to take initiative and tackle things on your own, with the ability to navigate data and people to find answers
- Excellent communication skills in English and Chinese
- Possess strong interpersonal relationship building and executive communications skills
- Be able to work under pressure and independently with minimal supervision
- Be able to manage multiple customer accounts and projects simultaneously
- Have strong analytical and problem-solving skills, growth mindset, customer intimacy
Preferred technical and professional experience
- Technical understanding and experience with Red Hat Openshift Container Platform
- Experience in managing difficult customers or situations and can demonstrate successful resolution
- Master degree is prefered but optional, and recognized accreditation/certification in related technical domains and disciplines will be a plus
