Preferring to 'show' vs. 'tell' we're looking for early professional hires with 2+ years who want to combine their technical interests and education with the people skills needed to architect technical solutions, co-creating with customers, partners, and colleagues to solve technical and business challenges.
A Customer Success Specialist role in IBM has unique attributes. In addition to the people skills often associated with this position, an IBM CSM is also a developer/programmer and problem solver. Someone with a deep understanding of technical complexities. A person who can quickly understand a client's technology issues and apply IBM technologies to solve the challenge.
- Using a hands-on approach with the technology, 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 (minimal viable product) 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 leaders through the changes needed to realize the full value of expanding their adoption of IBM's products.
Your primary responsibilities will include, but not be limited to:
- 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 and AI 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 customer success plans aimed at continually increasing active user adoption of IBM's products.
To be successful in this role, you will need:
- Confidence to contact and engage potential new customers and deliver an elevated experience.
- A desire to continually learn new technologies and how to apply their value in a client environment.
- Motivation to achieve technical objectives and high client satisfaction.
- Embrace curiosity and a growth mindset.
You may work with any of the following technologies: Analytics, Artificial Intelligence, IT Automation, Cloud, and Security.
- Client Focused: Asks open-ended questions and understands needs to address business challenges.
- Tech Savvy: Conversant about technology, latest industry trends and how it is being applied to address business challenges.
- Team Player: Demonstrates team collaboration and can navigate different communication styles.
- Excellent Communication Skills: Possess verbal, written, and interpersonal skills that are engaging, compelling and influential.
- 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.
- Technical Education: B.S./M.S. in Computer Science, Data Science, Engineering, Information Systems, or equivalent technical degree/experience.
- Programming experience a plus.
- Prior work experience in client sales or service.
