Customer Success careers in IBM might be different to what you're used to. In addition to the people skills and business acumen often associated with this position, IBM CSMs are also Architects. People with a deep understanding of technical complexities. They can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way. As such, they require growth-minded, radically candid leaders, who can lead and support them technically, commercially, and behaviourally.
As an experienced leader of technical, customer-facing talent, you'll help your teams showcase IBM's solutions. Providing direction for use-case identification, solution architecture design, and MVP builds you'll help your teams guide clients through their existing tech stack compatibilities, and changes needed to realise the full value of expanding and /or renewing their adoption of IBM's solutions.
Your primary responsibilities will include:
Team Leadership and Development: Hire, nurture, and develop a team of exceptional client-facing technical talent.
Solution Validation: Collaborate with CSMs and clients to validate solutions with MVPs that deliver value, leading to production readiness.
Establishing Trusted Client Relationships: Create and maintain enduring, trusted relationships at technical levels within clients, including CIOs, CTOs, Developers, Data Scientists and Architects, establishing IBM as an essential partner.
CSM Team Coaching: Coach CSM teams with clarity and conviction to ensure they fully understand how to perform their roles successfully and achieve their KPIs.
