Introduction
At IBM Global Sales, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact.Success in Global Sales is built on curiosity, empathy, and collaboration.
You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world-class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference.
Your Role And Responsibilities
As a Customer Success Manager, you will work with clients to drive adoption and expansion of IBM products to accelerate client value. You will partner with clients to identify expansion opportunities and ensure a seamless experience during the renewals process. Your primary responsibilities will include:
- Drive Client Adoption: Partner with clients to activate entitlements, conduct use-case workshops, and establish measurable business outcomes to drive customer value.
- Develop Success Plans: Collaborate with client sponsors and stakeholders to develop a success plan that describes deployment roadmap(s), milestones, and outcomes.
- Identify Expansion Opportunities: Work with clients to identify opportunities for expansion within and across the product or service they are using.
- Ensure Seamless Renewals: Partner with Subscription & Annuity Reps to ensure the client has a seamless experience during the renewals process.
- Understand Client Challenges: Deeply understand clients' main challenges and become a trusted guide for their modernization and adoption of IBM's technology portfolio.
Required Technical And Professional Expertise
- Exposure to Technical Product Support: Experience working with technical products, understanding client needs, and providing solutions to drive adoption and expansion.
- Client-Facing Experience: Exposure to working directly with clients, identifying their challenges, and developing plans to address their needs.
- Understanding of Business Outcomes: Experience working with clients to establish measurable business outcomes and developing success plans to achieve those outcomes.
- Familiarity with Renewals Process: Exposure to the renewals process, ensuring seamless client experience, and partnering with internal stakeholders.
- Technical Portfolio Knowledge: Experience working with a technology portfolio, understanding client use cases, and identifying opportunities for expansion.
Preferred Technical And Professional Experience
- Technical Product Knowledge: Exposure to working with technical products, understanding client needs, and providing solutions to drive adoption and expansion.
- Client Relationship Building: Experience working directly with clients, identifying their challenges, and developing plans to address their needs.
- Business Outcome Development: Exposure to working with clients to establish measurable business outcomes and developing success plans to achieve those outcomes.
- Cantonese proficiency is highly preferred due to client and stakeholder communication needs.
