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Customer Success Manager Architect

Customer Success Manager Architect

IBM

7 - 12 years

15 - 20 Lacs

Mumbai

Posted:1 day ago| Platform:

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Skills Required

relationship building presentation skills saas paas iaas kubernetes public cloud project management openshift vmware microsoft azure docker ansible microservices hybrid cloud gcp devops linux jenkins j2ee terraform private cloud aws cloud computing

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a Customer Success Manager (Architect), you will apply your technical skills to help our customers achieve their business outcomes with hybrid cloud and AI Growth Offerings. You will be responsible for use case identification, solution architecture design, MVP builds, and the adoption of our Growth Offerings that run on Red Hat OpenShift. You will also guide IT executives through the necessary changes to unlock the full value of the hybrid cloud, demonstrate to users how to derive value from their solutions, identify expansion opportunities, and collaborate with the renewal team to ensure the successful execution of the renewal process.As a CSM, you will take end-to-end ownership of a diverse range of projects and initiatives, interfacing with and influencing other core account groups, including Sales, Support, Solutions Architecture, product/engineering teams, and customer teams. You will deliver and maintain monthly and quarterly forecasts to meet or exceed consumption targets, execute disciplined portfolio management and pipeline hygiene, and present action plans and results to management, using appropriate escalation techniques to stay on top of goals and objectives.To be successful in this role, you should:

Demonstrate a history of success as a consultant, pre-sales, technical account manager, enterprise architect, or an equivalent role.

Deeply understand customer business and technology needs, becoming the face of IBM to the customer. Serve as a trusted technical expert for the customer’s cloud migration, deployment, and adoption of Hybrid Cloud and AI Growth Offerings.

Have experience handling difficult customers or situations, demonstrating resolutions and a willingness to take initiative and tackle challenges independently.

Drive positive customer satisfaction and become a trusted advisor to customers and partners by leveraging IBM Cloud products and services to enable defined customer growth plan outcomes.

Increase IBM Cloud usage consumption by delivering solutions that drive incremental revenue, ensure smooth onboarding, and enhance product usage. Guide clients through a seamless onboarding process, focusing on understanding their needs within the context of IBM Cloud.

Accelerate business value for customers and partners by developing an end-to-end customer consumption journey (technical, operational, organizational, and educational) that spans IT teams, executives, and business units. Demonstrate, both verbally and in writing, as well as through live product demos, how customers can capture value and envision their future with PaaS, IaaS, and SaaS-based offerings.

Uncover new use cases for consumption opportunities and drive intent for consumption by actively engaging with Presales and Sales. Prepare insights for management to understand market trends and drive the right business solution outcomes. Provide feedback and insights from customers and partners back to the relevant IBM teams, including Product Engineering and Support, to enable continuous improvement.

Required education Bachelor's Degree Required technical and professional expertise Hands-on experience in Cloud related Technology

Technical understanding and hands-on experience with Linux

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

Understanding of enterprise software implementations, SaaS / IaaS / PaaS, and cloud applications

Strong interpersonal relationship building and executive communications skills

Can manage multiple customer accounts and projects simultaneously
* Experience working with Containers, OpenShift or equivalent and Hybrid Cloud & AI Growth Offerings Preferred technical and professional experience 7+ years experience working in technical customer success, account management, or a related role, with a specific focus on Cloud technologies.Proven track record of building deep relationships with Senior IT executives in large or highly strategic accounts. Experience in managing various stakeholder relationships and leading value proposition conversations to get consensus on solutions/projects.Foundational-level knowledge of cloud PaaS services, IaaS, and distributed computing, such as standard practices, considerations, and benefits.Competitive Landscape knowledge of cloud platforms. Technical aptitude and experience to learn new cloud technologies and understand relevant cloud market trends.Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs.Experience in working with and influencing customers at multiple levels up to CXOs.Must have excellent communication and presentation skills.Willingness to travel, if required on short notice.

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Customer Success Manager Architect