Job Description

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
A Customer Success Manager drives business value and technology outcomes throughout customer lifecycle with C&CS (Cloud & Cognitive Software) Growth Offerings to support Hybrid Cloud Platform strategy. As a Customer Success Manager, 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. 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 will have to:

• Deeply understand customer business and technology needs; become the face of IBM to the customer
• Co-defines customer roadmap for implementation and value realization alongside customer
• Serves as a trusted technical expert for customers cloud migration and deployment of C&CS Growth Offerings
• Conduct workshops with customer to align IT architecture, integration & migration requirements
• Execute customer success plan to drive adoption post-deployment
• Build and execute retention and expansion plays
• Willingness to take initiative and tackle things on your own

Your Role & Responsibilities:

• Responsible for use case identification and value realization for C&CS Growth Offerings
• Architects and co-creates MVP alongside customer practitioners
• Drives increased usage and adoption for C&CS Growth Offerings
• Guides customer IT executives through the changes needed to unlock the full value of hybrid cloud
• Demonstrates value of C&CS Growth Offerings to the customer and identifies additional opportunities for adoption
• Activates early renewal conversations, drives upsell and works with renewal team to ensure execution of the renewal process

Preferred Experience:

• Technical understanding and hands-on experience with Containers, OpenShift or equivalent, Value Prop, Use Cases, Competitive Differentiation
• Experience with enterprise software implementations/operation/presale in 1 or 2 of this areas:

• Enterprise Workflow
• Integration technology e.g. Kafka, MQ, Rest API
• Data Management
• Data Science e.g. AI, Predictive
• Security e.g. Threat Management, Access management
• Observability e.g. application/performance management
• Ability to show customers how to "use" the offerings to get to first productive use and proactive expansion
• 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

Preferred Experiences

• 2-4 years of experience in Customer Success, Professional Services and/or Services Industries, Technical Sales (e.g., technology or management, consulting)

Required Technical and Professional Expertise
As stated above.

Preferred Technical and Professional Expertise
As stated above.