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Customer Success Manager Architect

Job Title: Customer Success Manager Architect
Contract Type: Permanent
Location: Manila
Industry:
Reference: 521879BR
Contact Name: ALCALA, DIANE
Job Published: March 27, 2022 20:30

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 & Responsibilities:
As a Customer Success Manager (Architect) 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 that run on Red Hat OpenShift. 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:

  • Demonstrate a history of success as a consultant, pre-sales, technical account management, enterprise architect, or equivalent
  • Deeply understand customer business and technology needs; become the face of IBM to the customer
  • Serve as a trusted technical expert for the customer’s cloud migration, deployment, and adoption of Hybrid Cloud & AI Growth Offerings
  • Have a proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
  • Have handled difficult customers or situations and can demonstrate resolutions
  • Willingness to take initiative and tackle things on your own
  • Ability to navigate data and people to find answers
  • Execute customer success plan to drive adoption post-deployment

I. Integration Architect Profile:

  • 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 in Workflow Products such as IBM BAW, FileNet Case, Management, ODM , BPM, Datacap.
  • Alternatively, Experience in Integration Modernization technology such as Kafka, MQ, Rest API, etc are essential.
  • 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
  • Technical understanding and hands-on experience with Containers, OpenShift or equivalent, Value Prop, Use Cases, Competitive Differentiation
  • Working experience in Workflow Products such as IBM BAW, FileNet Case, Management, ODM , BPM, Datacap.
  • Alternatively, Experience in Integration Modernization technology such as Kafka, MQ, Rest API, etc are essential.
  • 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

II. Data Architect Profile

  • 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


Required Technical and Professional Expertise

  • Client Value Creation: Demonstrate value creation with hands on expertise identifying sponsors and use cases that align customer’s business goals. Build a growth plan depicting a roadmap to deploy and consume.
  • Solution Architecture: Demonstrate expertise in building modern cloud enterprise architectures leveraging method-driven execution: Uses formal methods, practices, and assets to guide and drive the development of solutions
  • Domain Expertise: Demonstrates domain expertise in one of the following areas: (includes install OCP + product area)
    • Cloud and Data Platform: Data Fabric, Business Automation, Observability, Security
    • AI Applications: Asset Management, Environmental Intelligence, Supply Chain
    • IBM Public Cloud
    • All – Red Hat OpenShift, Containers, Kubernetes, Microservices, Containers, DevOps, GitOps, SRE
  • Service orientation: Exec Communications, Active Listening, Persuasion, Exec Presence
  • Leadership: Entrepreneurship, Radical Candor, Growth Mindset


Preferred Technical and Professional Expertise

  • 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 or equivalent and Hybrid CLoud & AI Growth Offerings
  • Experience working in B2B Enterprise Software, SaaS / IaaS / PaaS and/or Cloud

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