Customer Success Manager

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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 drives business value and technology outcomes throughout customer lifecycle with C&CS (Cloud & Cognitive Software) Growth Offerings to support Hybrid Cloud Platform strategy. As a Customer Success Manager, you will apply your technical skills to help our customers achieve their business outcomes with hybrid cloud & AI Growth Offerings. You will be responsible for use case identification, solution architecture design, MVP builds, and adoption of our Growth Offerings. You will also guide IT executives through the changes needed to unlock the full value of hybrid cloud, show users how to get value out of their solutions, identify expansion opportunities, and work with the renewal team to ensure execution of the renewal process.

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

  • Deeply understand customer business and technology needs; become the face of IBM to the customer
  • Co-defines customer roadmap for implementation and value realization alongside customer
  • Serves as a trusted technical expert for customers cloud migration and deployment of C&CS Growth Offerings
  • Conduct workshops with customer to align IT architecture, integration & migration requirements
  • Execute customer success plan to drive adoption post-deployment
  • Build and execute retention and expansion plays
  • Willingness to take initiative and tackle things on your own

Your Role & Responsibilities:

  • 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

Preferred Experience:

  • Technical understanding and hands-on experience with Containers, OpenShift or equivalent, Value Prop, Use Cases, Competitive Differentiation
  • Experience with enterprise software implementations/operation/presale in 1 or 2 of this areas:
    • Enterprise Workflow
    • Integration technology e.g. Kafka, MQ, Rest API
    • Data Management
    • Data Science e.g. AI, Predictive
    • Security e.g. Threat Management, Access management
    • Observability e.g. application/performance management
  • Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
  • 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

Preferred Experiences

  • 2-4 years of experience in Customer Success, Professional Services and/or Services Industries, Technical Sales (e.g., technology or management, consulting)


Required Technical and Professional Expertise
As stated above.

Preferred Technical and Professional Expertise
As stated 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 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 marketpls.


Your Life @ IBM

Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.


About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.


Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to r, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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Key Job Details

    • Country/Region:MY
    • State:SELANGOR
    • City:Petaling Jaya
    • Category:Sales
    • Required Education:Bachelor's Degree
    • Position Type:Professional
    • Employment Type:Full-Time
    • Contract Type:Regular
    • Company:(0088) IBM Malaysia Sdn. Bhd.
    • Req ID:578495BR
    • Travel Required:Up to 20% or 1 day a week