Customer Success Manager

2 weeks ago

Sandton, South Africa IBM Full time

Introduction

As a Customer Success Manager - Account Specialist, your mission is to collaboratively lead the way for the deployment and adoption of IBM's solutions within large, complex accounts.

Highly organized, with a natural flare for spotting growth opportunities, you'll identify and secure projects, whilst orchestrating the necessary resources for their successful deployment.


Your Role and Responsibilities
With deep business knowledge and technical skills, Customer Success Account Specialists are trusted advisors.

Credible and respected confidantes who clients depend on to ensure their Enterprise License Agreements and Cloud deployments are fully adopted, and driving the business value they were invested in to achieve.


A natural at inspiring, influencing and motivating others, you'll work closely with colleagues and customers to identify compelling business use cases for expansion projects that lead to further investment.

Once bought into, you will build technically viable deployment roadmaps for the near
- to long-term, collaborating with stakeholders to maximize their software licensing adoption and deliver exceptional value.

We're passionate about success.

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

To help ensure this win-win outcome, a 'day-in-the life' of this opportunity will include, but not be limited to:

  • Actively working as the customer's trusted advisor through all phases of onboarding, deploying, and renewal, including executive briefings and health status checks.
  • Leading and facilitating usecase exploration and business framing workshops, and creating client value realization models including ROI and business value assessments.
  • Understanding clients' main challenges, and becoming a trusted technical expert for their migration, deployment, and adoption of licensed software.
  • Identifying and cultivating relationships with C-Suite stakeholders to act based on business requirements and value provided by IBM's solutions.

Required Technical and Professional Expertise

  • High levels of energy, resilience, initiative, and commitment to lead yourself and others through ambiguity to consistently deliver client value.
  • Experience building and communicating ROIs, client value assessments, and executive business reviews based on enterprise software implementation and delivery.
  • 1st class networking skills, with a provable record of csuite influencing throughout the closure, and postclosure adoption of complex technology /software sales cycles. (c. $multimillion deals).
  • Demonstrable success of communication and relationship development at all levels from engineers to CIOs with excellence and comfort in navigating healthy debates that lead to healthy decisions.
  • Expertise in navigating data, people, and processes to find answers and present solutions that compel further client investment, and expanded adoption of provided solutions.

Preferred Technical and Professional Expertise

  • Experience of working with any of IBM's products and services (Training across IBM's product suite is provided).

About 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.


In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust 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 trust 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 ar

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