Customer Success Manager Architect

2 days ago

Canberra, ACT, Australia IBM Full time
About the Role

As a Customer Success Manager (Architect) at IBM, you will play a critical role in helping our clients achieve their business outcomes with hybrid cloud and AI growth offerings. Your technical expertise will be essential in identifying use cases, designing solution architectures, building minimum viable products (MVPs), and driving adoption of our growth offerings that run on Red Hat OpenShift.

Key Responsibilities
  • Apply technical skills to help clients achieve business outcomes with hybrid cloud and AI growth offerings.
  • Identify use cases, design solution architectures, build MVPs, and drive adoption of growth offerings.
  • Guide IT executives through 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.
Requirements
  • Demonstrate a history of success as a consultant, pre-sales, technical account management, enterprise architect, or equivalent.
  • Deeply understand customer business and technology needs; become the face of IBM to the customer.
  • Serve as a trusted technical expert for the customer's cloud migration, deployment, and adoption of hybrid cloud and AI growth offerings.
  • 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.
Technical and Professional Expertise
  • Technical understanding and hands-on experience with Containers, OpenShift, Value Prop, Use Cases, Competitive Differentiation.
  • Technical understanding of IBM Middleware / Software / Cloud Services.
  • 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.
  • Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications.
  • Strong interpersonal relationship building and executive communications skills.
  • Can manage multiple customer accounts and projects simultaneously.
Preferred Technical and Professional Expertise
  • 5-10 years of 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 and AI growth offerings.
  • Experience working in B2B Enterprise Software, SaaS / IaaS / PaaS and/or Cloud.

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