Customer Success Manager - Leader

About the job

As a Customer Success Manager (Leader) in IBM you'll apply your strong foundation of technology expertise to hire and cultivate high performing teams made up of diverse, exceptional CSM talent. A true change-agent, you'll hire and continually develop high performing teams who get IBM's products and services adopted, post-sale, to continually meet your customers' business goals. Combining c-suite gravitas with developer-level approachability, you'll lead your teams as they co-create with clients to fully realize the value of their existing IBM products, whilst expanding their adoption of next-gen solutions from across IBM's wider portfolio. Excellent onboarding training will set you up for positive impact and success, whilst ongoing development will continue to advance your career. Our sales environment is fast-paced and supportive. Always connected to a wider team, you'll be surrounded by other leaders and colleagues. People who are always willing to help and be helped as you scale your territory, with and through your team, as they compel clients to continually invest in IBM's people, products, and services.

Your Role and Responsibilities

Customer Success careers in IBM might be different to what you're used to. In addition to the people skills and business acumen often associated with this position, IBM CSMs are also Architects. People with a deep understanding of technical complexities. They can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way. As such, they require growth-minded, radically candid leaders, who can lead and support them technically, commercially, and behaviorally. As an experienced leader of technical, customer-facing talent, you'll help your teams showcase IBM's solutions. Providing direction for use-case identification, solution architecture design, and MVP builds you'll help your teams guide clients through their existing tech stack compatibilities, and changes needed to realize the full value of expanding and /or renewing their adoption of IBM's solutions.

Your Primary Responsibilities Will Include

Team Leadership and Development: Hire, nurture, and develop a team of exceptional client-facing technical talent. Solution Validation: Collaborate with CSMs and clients to validate solutions with MVPs that deliver value, leading to production readiness. Establishing Trusted Client Relationships: Create and maintain enduring, trusted relationships at technical levels within clients, including CIOs, CTOs, Developers, Data Scientists and Architects, establishing IBM as an essential partner. CSM Team Coaching: Coach CSM teams with clarity and conviction to ensure they fully understand how to perform their roles successfully and achieve their KPIs.

Required Technical and Professional Expertise

Proven Leadership and Credibility: Seasoned technical leadership with a proven track record, along with experience in coaching CSM teams to drive the adoption of complex, enterprise-grade technology solutions. Expertise in Deal and Situational Coaching: Demonstrable mastery of deal and situational coaching, while fostering a high-performing, growth-minded, and candid culture. Practical Skills in Technology Domains: Possess deep, practical, and applied skills in one of the following areas: Cloud, Data and AI, Automation, Integration, or Security (with understanding across a broad selection, including their interconnectivities).

Preferred Technical and Professional Expertise

Diverse Technology Solution Expertise: Experience working with a wide range of technology solutions, including Cloud, Data & AI, and more (training in IBM's products will be provided). Sales Experience in Software and Cloud: Proven experience in software and Cloud sales, including software, SaaS, IaaS, PaaS, and more.