Account Specialist Customer Success Manager

4 months ago

Toronto, Canada 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 that 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.

Your primary responsibilities will include:

- Understanding Client's Challenge and Building Trust: Understand clients' primary challenges and establish yourself as a trusted technical expert for their migration, deployment, and adoption of licensed software.
- C-Suite Stakeholder Relationship Building: Identify and nurture relationships with C-Suite stakeholders, encouraging them to act based on business requirements and the value provided by IBM's solutions.
- Facilitating Use-Case Exploration and Business Framing: Lead and facilitate use-case exploration and business framing workshops, create client value realization models, including ROI and business value assessments.
- Customer Advisory Role: Actively work as the customer's trusted advisor throughout all phases of onboarding, deployment and renewal, which includes executive briefings and health status checks.

Required Technical and Professional Expertise
- High Energy, Resilience, and Initiative: Demonstrated high levels of energy, resilience, initiative, and commitment to lead yourself and others through ambiguity to consistently deliver client value.
- ROI and Value Communication: Proven experience in creating and communicating ROIs, client value assessments and executive business reviews based on enterprise software implementation and delivery.
- Exceptional Networking Skills: With a verifiable record of influencing the c-suite throughout the closure and post-closure adoption of complex technology/software sales cycles (involving deals worth multi-millions).
- Effective Communication and Relationship Building: Demonstrable success in communication and relationship development at all levels, from engineers to CIOs, with excellence and comfort in navigating healthy debates that lead to sound decisions.
- Problem-Solving and Solution Presentation: Proficiency 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
Familiarity with IBM's Product Portfolio: Prior experience working with any of IBM's products and services (training covering IBM's product suite will be provided).

About Business UnitIBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

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 w

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