Customer Success Manager APAC (Based in Singapore, Australia, New Zealand, Philippines, South Korea, Thailand, Malaysia & Indonesia)

Job Title: Customer Success Manager APAC (Based in Singapore, Australia, New Zealand, Philippines, South Korea, Thailand, Malaysia & Indonesia)
Contract Type: Permanent
Location: Asia
Reference: 519828BR
Contact Name: Helen Chan
Job Published: March 29, 2022 16:11

Job Description

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.

  • 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

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

  • Exude deep understanding of customers and value, customer business and technology needs; becomes the face of IBM to the customer
  • Co-defines customer roadmap for implementation and value realization alongside customer
  • Possess Technical knowledge to drive adoption. Serves as a trusted 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

Required Experience:

  • Technical understanding and hands-on experience with Containers, OpenShift or equivalent, Value Prop, Use Cases, Competitive Differentiation
  • Working experience as Data Architect, Data Engineer or Data Scientist with deep knowledge in one of the areas Data warehouse, Data Virtualisation, ML
  • Experience with enterprise software implementations
  • 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

Preferred Experiences:

  • 5-10 years of experience in Customer Success, Professional Services and/or Services Industries, Technical Sales (e.g., technology or management consulting)
  • Experience working with OpenShift is preferable

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