Customer Success Manager Automation Architect

1 week ago

Sandton, South Africa IBM Full time

Introduction

A Customer Success Manager Architect (CSM) career in IBM means a career where you're helping clients fully realise the value of their existing IBM products, whilst growing their adoption of next-generation technologies from across IBM's wider portfolio. It means being a trusted strategic advisor to some of the world's most transformational enterprises and culturally influential brands, as they rely on your expertise and our technology to solve some of their hardest problems.

Your Role and Responsibilities

A 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. A person who can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way. CS Brand Architects will drive the onboard, deployment, and adoption of prioritized products that align with the IBM Hybrid Cloud and AI strategy, accelerate AI adoption and modernization on Red Hat OpenShift, and scale Product Led Growth (PLG) initiatives.

With deep roots in a hands-on technological background, and through different communication techniques, you'll be able to showcase IBM solutions. Using excellent communication, you'll articulate their compatibilities with a client's stack via use-case identification, solution architecture design, and MVP builds.

With 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 IT executives through the changes needed to realize the full value of expanding their adoption of IBM's products.

Your primary responsibilities will include:

- **Understanding Client's Challenges and Building Trust**: Understand clients' primary challenges and establish yourself as a trusted technical expert for their migration, deployment, and adoption of Hybrid Cloud and AI Growth offerings.
- **Facilitating Use Case Exploration and Business Framing**: Lead use case exploration and business framing workshops, develop client value realization models.
- **Leading Persuasive Technical Conversations**: Lead technical discussions that persuade clients to act based on their requirements and the value provided by IBM's solutions.
- **Creating Post-Deployment Customer Success Plans**: Develop post-deployment customer success plans aimed at continually increasing post-launch, active user adoption of IBM's products.

Required Technical and Professional Expertise
- **Proven Technical Expertise in Complex Technology Sales**: Demonstrated track record as a technical expert (e.g., Engineer or equivalent) in successfully closed Technology sales cycles. related to IT Automation & App Modernization
- **Hands-On Experience in Technology Domains**: A previous background with hands-on practical experience in one of the following areas: Cloud, Data and AI, Automation, Integration or Security, enabling rapid establishment of credible trust with client stakeholders.
- **Proficiency in Agile Practices**: Solid experience in utilizing agile best practices to achieve successful outcomes in an agile and swift manner.
- **Effective Communication and Relationship Building**: Demonstrable success in communicating and personal relationship development at all levels, from engineers to CIOs.
- **Self-Motivation and Problem-Solving Aptitude**: A natural inclination toward self-motivation and initiative, in addition to the ability to navigate data and people to find answers and present solutions.

Preferred Technical and Professional Expertise
- ** Broad Technology Solution Expertise**: Proven experience working with IT Automation & App Modernization and a diverse range of technology solutions, including Cloud, Data & AI, and more (training in IBM's products will be provided).
- Experience or Knowledge on IBM Automation Products below (or equivalent) is a plus
- Cloud Pak for Applications
- Cloud Pak for Integration
- Cloud Pak System
- Cloud Pak for Watson AI Ops
- Event Automation
- Instana
- Turbonomic
- watsonx Code Assistant for Ansible
- WebSphere Hybrid Edition
- ** Sales Experience in Software and Cloud**: Demonstrated experience in software and Cloud sales, encompassing software, SaaS, IaaS, PaaS, and Cloud solutions.

About Business UnitIBM 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

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