Customer Success Manager

7 months ago


Riyadh, Saudi Arabia IBM Full time

**Introduction**
As a Customer Success Manager - 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**
With deep business knowledge and technical skills, Customer Success Account Specialists are trusted advisors. Credible and respected confidantes who clients depend on to ensure their Enterprise License Agreements and Cloud deployments are fully adopted, and driving the business value they were invested in to achieve.

A natural at inspiring, influencing and motivating others, you'll work closely with colleagues and customers to identify compelling business use cases for expansion projects that lead to further investment. Once bought into, you will build technically viable deployment roadmaps for the near
- to long-term, collaborating with stakeholders to maximize their software licensing adoption and deliver exceptional value.

We're passionate about success. If this role is right for you, then your achievements will mean that your career is flourishing, and your clients are thriving. To help ensure this win-win outcome, a 'day-in-the life' of this opportunity will include, but not be limited to:

- Understanding clients' main challenges, and becoming a trusted technical expert for their migration, deployment, and adoption of licensed software.
- Identifying and cultivating relationships with C-Suite stakeholders to act based on business requirements and value provided by IBM's solutions.
- Leading and facilitating use-case exploration and business framing workshops, and creating client value realization models including ROI and business value assessments.
- Actively working as the customer's trusted advisor through all phases of onboarding, deploying, and renewal, including executive briefings and health status checks.

**Required Technical and Professional Expertise**
- High levels of energy, resilience, initiative, and commitment to lead yourself and others through ambiguity to consistently deliver client value.
- Experience building and communicating ROIs, client value assessments, and executive business reviews based on enterprise software implementation and delivery.
- 1st class networking skills, with a provable record of c-suite influencing throughout the closure, and post-closure adoption of complex technology /software sales cycles. (c. $multi-million deals).
- Demonstrable success of communication and relationship development at all levels - from engineers to CIOs - with excellence and comfort in navigating healthy debates that lead to healthy decisions.
- Expertise in navigating data, people, and processes to find answers and present solutions that compel further client investment, and expanded adoption of provided solutions.

**Preferred Technical and Professional Expertise**
- Experience of working with any of IBM's products and services (Training across IBM's product suite is provided).

**About Business Unit**

Being a Customer Success Account Specialist within IBM Technology Sales is about proactive initiative, controlled speed and positive impact. Moving fast, we've a bias for action, and an obsession to support our clients overcome their most difficult issues.

In a world where technology moves at speed, it's essential that we stay ahead of the curve to provide tailored solutions from across IBM's whole product suite, that meet our clients' needs. It's not enough for us to know that there are problems in the world - As CSMs we're obligated to make sure they're continually solved. It's an obsession that drives us to help our clients modernize and thrive. Always.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges wit



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