Customer Success Manager

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
As a Customer Success Practice Leader you will apply your product knowledge and technical skills to build and scale on adoption, expansion, and renewal assets for this portfolio area. These assets will be used by the CSMs in the markets to help their customers achieve business value from their software and services investments. You will work the CSMs to drive a technical community of practice for your product/portfolio ensuring knowledge sharing, best practices, and expertise at scale.
To be successful in this role you:

• Demonstrate a history of success as a product and/or technical expert in the portfolio you are applying for
• Deeply understand customer business and technology needs to make the adoption assets real and relevant
• Collaborate with CSMs and market leaders to understand why your portfolio is/is not being adopted ; put actions in place to drive adoption, growth, and retention
• Drive a product feedback loop between CSMs, product development and offering management for improved quality and experience of the growth offerings
• Understand the post sales adoption phase with evidence of delivering solutions into production
• Serve and seen as a trusted technical expert by customers, communities, and IBMers
• Have a proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Have handled difficult customers or situations and can demonstrate resolutions
• Willingness to take initiative and tackle things on your own
• Ability to navigate data and people to find answers
• Execute customer success plan to drive adoption post-deployment

IBMReferred_LATAM
Required Technical and Professional Expertise

• Technical understanding and hands-on experience with your portfolio / product area
• Technical understanding of Red Hat OpenShift
• Experience with enterprise software implementations
• Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
• Can build a growth plan to demonstrate how Growth Offerings will deliver customer outcomes
• Analytical mindset and problem-solving skills
• Strong interpersonal relationship building and executive communications skills

** Todas as nossas oportunidades são elegíveis para profissionais com deficiência e/ou reabilitados***
Preferred Technical and Professional Expertise

• Solid experience in Customer Success, Professional Services and/or Services Industries, Technical Sales (e.g., technology or management consulting)
• Experience working with OpenShift and Hybrid Cloud & AI Growth Offerings
• Experience working in B2B Enterprise Software, SaaS / IaaS / PaaS and/or Cloud

About Business Unit
IBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.