Sr Customer Success Manager – onboarding
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- Consulting
- Professional
Sr Customer Success Manager – onboarding
Introduction
As a Sr Customer Success Manager onboarding – Account Specialist, your mission is to collaboratively lead the way for the deployment and adoption of IBM’s solutions within large, complex accounts. Highly organized, with a natural flare for spotting growth opportunities, you’ll identify and secure projects, whilst orchestrating the necessary resources for their successful deployment.
Your Role and Responsibilities
As a Sr Customer Success Manager onboarding – Account Specialist, your mission is to collaboratively lead the way for the deployment and adoption of IBM’s solutions within large, complex accounts. Highly organized, with a natural flare for spotting growth opportunities, you’ll identify and secure projects, whilst orchestrating the necessary resources for their successful deployment.
Your Role and Responsibilities
- Supporting a set of accounts during onboarding. Coordinating with internal and external stakeholders during project delivery.
- Assist customers during implementation and onboarding, address customer needs, and align use cases with value delivery.
- Work with internal stakeholders, such as Sales, Accounts, and Product Engineering, to ensure customer expectations are met.
- Identify and proactively address potential risks in the onboarding project.
- Share regular internal status updates and customer sentiments as directed within internal tools and systems.
- Support backend activities, such as preparing business review reports and maintaining enterprise systems (Sales force & Gainsight).
Required Technical and Professional Expertise
- Strong understanding of Cloud Computing concepts and hands-on experience in AWS / Azure, Practitioner or Associate certification in CSP like AWS or Azure.
- Knowledge of the SaaS industry and software products
- Excellent communication and relationship-building skills
- Ability to effectively present information orally and in writing, and respond to customer questions in both individual and group settings
- Ability to prioritize tasks and deliver in a fast-paced environment.
- 3-5 years of industry experience
- At least a 3-year college degree in an associated field.
Preferred Technical and Professional Expertise
- Knowledge of AWS Cost and Usage Reports or Azure Billing CSV
- Customer Success experience and proactive engagement with Customers
- Experience in Cloud Cost Optimization / FinOps
- Experience with CRM software and other customer success tools
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