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

• 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