Customer Success Manager - Financial Industry Account Specialist

Introduction

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.

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 will identify and secure projects, while orchestrating the necessary resources for their successful deployment.

Your Role and Responsibilities

Customer Success Managers (CSM) drive business value and technology outcomes throughout customer lifecycle with IBM Software Growth Offerings and IBM Cloud to support Hybrid Cloud Platform strategy. CSMs are responsible

Financial Industry experience strongly desired

• for use case identification and value realization for IBM Software Growth Offerings and IBM Cloud
• architecting and co-creating Minimal Viable Products (MVP) alongside customer practitioners
• driving increased usage and adoption
• guiding customer IT executives through the changes needed to unlock the full value of hybrid cloud
• demonstrating value to the customer and
• identifying additional opportunities for adoption.
• activate early renewal conversations
• identify upsell and
• work with the renewal team to ensure execution of the renewal process.

CSM Account Specialists are an integral part of every IBM account team with unique focus on the adoption and expansion of IBM software. They focus on Individual, Team, and Department Operational Objectives. Focuses on Individual/Team/ Department Operational Objectives

Required Technical and Professional Expertise

• Financial Industry experience strongly desired

• Lead the creation of the Strategic Business Use Case documents with the customers. Document the strategic outcomes that the customer will achieve by using IBM technical solutions. Strategic value should include measurable results including an agreed up on ROI. Leverage best practices to identify critical stakeholder resources and processes needed to quickly achieve results and minimize the churn within the customer account. Review and update the use case and business objectives periodically with the customers.

• Ability to understand and contribute to the IBM Account team during contracting & licensing discussions with the customer related to deployment and strategic planning goals. Understands the client's agreements and related entitlements/usage models.

• Understand and apply leadership concepts that effective impact and delivery on business results. Demonstrate knowledge of the overall industry, portfolio, sales processes and contracting and deployment within an assign Customer. Foster collaboration across IBM with a results orientation focus on client based outcomes.

Preferred Technical and Professional Expertise

• Guide in the planning and execution of the Customer Lifecycle Journey for your assigned customer. Understanding clients' main challenges, and becoming a trusted guide for their migration, deployment, and adoption of licensed software.

• Work with the Customer and other IBM teams through the post sales engagement processes to Onboarding, Adopt & Implement, Expand, Renew and Advocate with a focus on adoption, and driving the business value they were invested in to achieve.

• Work with the customer to regularly hold Stakeholder meetings such as Executive Business Reviews to discuss current deployments, planned expansions and growth.