Leader, Customer Success Architect

Job Title: Leader, Customer Success Architect
Contract Type: Permanent
Location: Petaling Jaya
Reference: 519004BR
Contact Name: Low, Shi Wei
Job Published: March 27, 2022 20:29

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 Manager of Customer Success Managers (Architects), you will apply your leadership skills to help your CSMs be successful in driving deployment and adoption of Hybrid Cloud & AI Growth Offerings in the Americas. You will build a high performing, customer obsessed, technical CSM team in a US market. You are responsible and accountable for deployments, adoption, and renewals of IBM’s offerings that run on Red Hat OpenShift. Your team will conduct for use case identification, solution architecture design, MVP builds, and adoption of our Hybrid Cloud & AI Growth Offerings that run on Red Hat OpenShift.

To be successful in this role you:

  • Demonstrate a history of success as a technical leader including technical consultant, pre-sales, technical account management, enterprise architect, or equivalent
  • Demonstrate operational leadership with vision, accountability, and deep understanding of client engagement
  • Have a proven track record of talent development building technical teams, coaching the gaps, and rewarding performance
  • Build and cultivate a culture for continuous growth and learning.
  • Create and maintain enduring trusted relationships at technical levels within the client’s business • Understand how to bring the full power of IBM to the client when needed (e.g. Services, Partners, etc)
  • Demonstrate growth mindset and radical candor.
  • 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.

Required Experience:

  • Previous experience managing technical teams
  • Technical understanding and hands-on experience with Containers, OpenShift, Value Prop, Use Cases, Competitive Differentiation
  • Experience with enterprise software implementations
  • Strong interpersonal relationship building and executive communications skills
  • Can manage multiple customer accounts and projects simultaneously

Preferred Experience:

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

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