Customer Success Manager

1 week ago


Jakarta, Indonesia IBM Full time

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

**Your Role and Responsibilities**
A Customer Success Manager - Security architect drives business value and technology outcomes throughout the customer lifecycle with C&CS (Cloud & Cognitive Software) Growth Offerings to support Hybrid Cloud Platform strategy.
- Responsible for use case identification and value realization for C&CS Growth Offerings
- Architects and co-creates MVP alongside customer practitioners
- Drives increased usage and adoption for C&CS Growth Offerings
- Guides customer IT executives through the changes needed to unlock the full value of hybrid cloud
- Demonstrates value of C&CS Growth Offerings to the customer and identifies additional opportunities for adoption
- Activates early renewal conversations, drives upsell and works with renewal team to ensure execution of the renewal process

**To be successful in this role, you will have to**:

- Exude a deep understanding of customers and value, customer business and technology needs; becomes the face of IBM to the customer
- Co-defines customer roadmap for implementation and value realization alongside customer
- Possess Technical knowledge to drive adoption. Serves as a trusted expert for customers' cloud migration and deployment of C&CS Growth Offerings
- Conduct workshops with customers to align IT architecture, integration & migration requirements
- Execute customer success plan to drive adoption post-deployment
- Build and execute retention and expansion plays

**Required Experience**:

- Technical understanding and hands-on experience with Containers, OpenShift or equivalent, Value Prop, Use Cases, Competitive Differentiation
- Working experience with IBM Security products, including Qradar, Guardium, IBM Access Management, IBM Identity Management
- 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
- Strong interpersonal relationship building and executive communications skills
- Can manage multiple customer accounts and projects simultaneously

**Preferred Experiences**:

- 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 is preferable.

**Required Technical and Professional Expertise**
As above.

**Preferred Technical and Professional Expertise**
As above.

**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 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 exception



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