Customer Success Manager - Boston, United States - IBM

Description

IntroductionA Customer Success Manager opportunity in IBM might be different to what you're used to.

In addition to the people and commercial skills often associated with this position, an IBM CSM is also an Architect.

Someone with a deep understanding of technical complexities - from initial architecture to implementation and deployment. A person who can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way.

Using your 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 client executives through the changes needed to realize the full value of expanding their adoption of IBM's products.

Your Role and ResponsibilitiesWe're passionate about success.

If this role is right for you, then your achievements mean your career is flourishing and our clients are thriving.

To help ensure this win-win outcome, a 'day-in-the life' of this role may include, but not be limited to...

• Understanding clients' main challenges, and becoming a trusted technical expert for their onboarding, deployment, and adoption of watsonX Growth offerings.
• Shepherding clients through the life of the contract to grow the account; looking for expansion opportunities within and across the product or service the customer is using
• Being the voice of the customer by bringing insights to the broader watsonX community
• Using data and automation to engage customers at scale (1:100 ratio) in a way that makes each customer feel seen and heard without the need for direct and constant 1:1 contact
• Leverage product usage metrics to progress customers through the user journey and continually increase post-launch active user adoption to realize value of IBM's products.

Required Technical and Professional Expertise

• Experience managing clients in a customer support, sales or other client-facing services organization/business
• Background of hands-on practical application of SaaS, Data and AI or other technology to quickly build credible trust with client stakeholders
• Ability to show customers how to "use" the offerings to get to first productive use and proactive expansion
• Demonstrable success of communication, professionalism and personal relationship development at all levels - from engineers to CIOS - with experience navigating challenging debate to reach healthy resolutions
• Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications
• Can manage multiple customer accounts and project simultaneously

Preferred Technical and Professional Expertise

• Experience working in sales of software, SaaS / IaaS / PaaS and/or cloud
• Experience in watsonX a plusAbout Business Unit IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue.

  The company's Global Markets organization is a strategic sales business unit that manages IBM's global footprint, working closely with dedicated country-based operating units to serve clients locally.

  These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients' growth and innovation.

  By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities.

  Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply.

  IBM is also expanding its reach to new and existing clients through digital marketplaces.

Your Life @ IBM In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company.

They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers.

The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM IBM's greatest invention is the IBMer.

We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain.

Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement IBM offers a competitive and comprehensive benefits program.

Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long
• term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role. This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you. We consider qualified applicants with criminal histories, consistent with applicable law. IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.

IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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