FAQs
What is the role of a Customer Success Manager Automation Architect at IBM?
The role involves helping clients fully realize the value of their existing IBM products while driving the adoption of next-generation technologies. The Customer Success Manager (CSM) serves as a trusted advisor, addressing technical complexities, guiding clients through deployment and adoption, and facilitating discussions around IBM's solutions to solve their hardest problems.
What responsibilities does a Customer Success Manager Automation Architect have?
Key responsibilities include understanding client challenges and building trust, facilitating use case exploration and business framing, leading persuasive technical discussions, and creating post-deployment customer success plans to ensure active user adoption of IBM's products.
What technical and professional expertise is required for this position?
Candidates need proven technical expertise in complex technology sales, hands-on experience in areas such as Cloud, Data and AI, Automation, Integration, or Security, proficiency in Agile practices, effective communication skills, and self-motivation with a problem-solving aptitude.
Is experience in IBM products necessary for this role?
While a background in IBM Automation Products such as Cloud Pak for Applications and Cloud Pak for Watson AI Ops is a plus, training on IBM's products will be provided. A broad understanding of IT Automation and App Modernization technologies is preferred.
What is the importance of relationship building in this role?
Relationship building is crucial as the Customer Success Manager must develop and maintain trust with client stakeholders at all levels—from engineers to CIOs—to effectively communicate solutions and drive client action based on their needs.
What kinds of clients will a Customer Success Manager work with?
CSMs will work with some of the world's most transformational enterprises and culturally influential brands, helping them overcome technical challenges and maximize the value from IBM's products.
What is meant by "post-deployment customer success plans"?
Post-deployment customer success plans are strategies developed to ensure that clients continue to adopt and engage with IBM's products actively following implementation, ultimately aiming to increase their value realization and satisfaction.
What kind of sales experience is preferred for this position?
Experience in software and Cloud sales, including SaaS, IaaS, PaaS, and other cloud solutions, is preferred, as it demonstrates the candidate's ability to navigate the commercial aspects of technology solutions successfully.
How does the onboarding and learning culture at IBM support a new CSM?
IBM offers excellent onboarding processes and an industry-leading learning culture which helps new CSMs impact their roles positively, providing them with the resources and support needed for ongoing professional development and career advancement.