Customer Success Manager Architect

5 days ago

Ho Chi Minh City, Vietnam IBM Full time

Introduction

A Customer Success Architect (CSM) career in IBM means a career where you're helping clients fully realize the value of their existing IBM Data & AI 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. The answers to these are shaping the future and changing the world. It means providing solutions that enable people across organizations, in multiple roles, the ability to turn data into actionable insights without having to wait for IT.

Your Role and Responsibilities

A Customer Success Manager, Architect opportunity in IBM might differ from what you're used to. In addition to the people and commercial skills often associated with this position, an IBM Customer Success Manger (CSM) is also an Architect. Someone with a deep understanding of technical complexities. A person who can quickly understand clients' hard-to-understand technology issues and communicate them back in an easy-to-understand way.

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

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, and 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.
- Client Strategy Design: Creating client strategies for Data & AI infrastructure.
- Solution Definition: Defining IBM Data & AI solutions that enhance technology stacks.
- Educational Support: Providing proof of concepts and simplifying complex topics to educate clients.

Required Technical and Professional Expertise
- Data & AI Market Knowledge: Expertise in the Data & AI market to quickly become a trusted client advisor (training on IBM's Data & AI offerings will be provided).
- 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.
- Hands-On Experience in Technology Domains: A previous background with hands-on practical experience in one of the following areas: Cloud, Data and AI, enabling rapid establishment of credible trust with client stakeholders.
- 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 a diverse range of technology solutions, including Cloud, Data & AI, and more (training in IBM's products will be provided).
- Sales Experience in Software and Cloud: Demonstrated experience in software and Cloud sales, encompassing software, SaaS, IaaS, PaaS, and Cloud solutions.
- Proficiency in Agile Practices: Solid experience in utilizing agile best practices to achieve successful outcomes in an agile and swift manner.

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 experience and di

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