Customer Success Manager Architect

IBM

Hong Kong
Permanent
Full-time

13 days ago

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 ResponsibilitiesJob Responsibility:

Serve as a trusted advisor for customer’s intelligent modernization and cloud migration journeys, including deployment, and continuous optimization
Drive business value and technology outcomes throughout customer lifecycle with IBM Hybrid Cloud and AI growth offerings
Guide customer IT executives through the changes needed to unlock the full value of IBM Hybrid Cloud and AI growth offerings
Define and execute customer success plan to demonstrate value of IBM Hybrid Cloud & AI growth offerings, drive adoption post-deployment and identify additional opportunities for expansion
Lead transformative and technical conversations and persuade extended stakeholders to take action based on requirements and value provided by solutions
Activate early renewal conversations, drive upsell/cross-sell and work with extended IBM teams to ensure execution of the renewal process

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

Exhibit a deep understanding of a customer’s business and technology needs; become the face of IBM to the customer
Co-define customer roadmap for implementation and value realization alongside customer
Possess technical knowledge to drive adoption
Conduct workshops with customer to align IT architecture , integration & migration requirements
Build and execute retention and expansion plays
Be willing to take initiative and tackle things on your own, with the ability to navigate data and people to find answers
Have strong analytical and problem-solving skills, growth mindset, customer intimacy
Possess strong interpersonal relationship building and executive communications skills
Be able to work under pressure and independently with minimal supervision
Be able to manage multiple customer accounts and projects simultaneously

Required Technical and Professional Expertise

2-4 years of experience in Customer Success, Technical Sales, Professional Services and/or Services Industries (e.g., technology vendors, management consultancy firms etc.)
Demonstrate a history of success architecting solutions in a technical consulting, pre-sales, technical account management, technical architect or equivalent role
Have managed difficult customers or situations and can demonstrate successful resolution
Excellent communication skills in English and Chinese

Experience with enterprise software implementations in hybrid and/or multi-cloud environment
Technical understanding of IBM Software portfolio including Data, AI, Automation, Integration, Security and Sustainability software
Technical understanding and hands-on experience with Containers, Value Proposition, Use Case Definition, Competitive Differentiation

Preferred Technical and Professional Expertise

Experience with enterprise software implementations/operation/presale in 1 or 2 of the following areas:

Application modernization
Integration architecture and technolog e.g. Kafka, MQ, Rest API
DevOps / DevSecOps
IT automation
Observability including application resource and performance management

IBM

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