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Customer Success Manager- Security Architect

Company: IBM
Location: Austin
Posted on: November 22, 2021

Job Description:


IBM is a leading provider of enterprise security solutions. Named by industry analysts as a leader in 12 security market segment categories, IBM Security is a multi-billion dollar business that is rapidly growing. In an industry focused on building walls, IBM Security is focused on creating an open, connected security ecosystem that leverages AI and cloud to help clients improve compliance, stop threats, and grow their business securely.

Your Role and Responsibilities

IBM Security is seeking a Customer Success Manager (CSM) who will be in charge of ensuring the adoption of the Trusteer Security Solution for a blend of both existing and new customers. IBM Customer Success Managers are technical experts who work with our customers post sales ensuring their business goals are met with our software and services. CSMs stay with the customer the life of the contract to grow the account. Candidates must have deep experience with project management to ensure successful deployments, product presentations, product training, solution adoption, and renewals. Another key responsibility is assisting the sales team with all upsell opportunities to grow the existing footprint. Typical coverage is 10 - 15 accounts.

Long term growth and profitability depend upon the insight that provides a constant feedback loop and continuous improvement at every stage of the customer journey. To do this, the CSM must build trusted relationships through consistent presence, performance, and communication. This helps ensure customer adoption of SaaS Security solutions, limits customer churn and drives continuous value into accounts to minimize customer defection and grow the product base within the customer.

The CSM must possess solid technical skills with a security background, especially with SaaS solutions. Banking and financial industry experience is a plus. The CSM must also have strong project management and account management skills, along with a passion for customer success.

Your Role and Responsibilities :

Support sales team on conference calls, virtual meetings and onsite visits by providing product demonstrations, responding to product and technical questions, and explaining features in the context of solving customer's business problems.

Provide project ownership and management to achieve business results (software deployment, renewals, up-sell opportunities, etc.) for assigned accounts.

Leverage an expert level understanding of product functionality and the security space to be able to manage technical escalations, as well as common questions from the customer's project team.

Day to day management of multiple deployment projects including setting up calls, assigning resources, tracking ownership and completion of tasks.

Develop and manage resources across multiple divisions both within the customer and the IBM team. Leverage those relationships to drive tasks to completion and avoid technical inhibitors to solution deployment.

Proactively monitor and promote deployment of purchased software products to maximize deployment against targets and eliminate software reversals.

Provide weekly updates to project and executive level contacts within the customer account and IBM.

Maintain customer satisfaction and loyalty by ensuring exceptional service and delivery of value to the customer.

Maintain account information including contacts, status, account plan and activities in our systems.

Act as the primary point of contact for operational activities, upcoming events and plans (Release/Features/Maintenance).

Understand how IBM's offerings compare, contrast, and integrate with the customer's existing software investment from IBM, business partners, and competition.

Drive the development of implementation plans for clients which speed time to value.

Drive client references for successful software deployments.

Required Technical and Professional Expertise

5+ years of hands-on experience with application security/endpoint security in a project management or technical implementation role

Good understanding of web applications and architecture including Networking (TCP/IP, SSL, HTTP, browser technology, etc.), as well as operating system fundamentals

Good understanding of Cloud infrastructure, Load Balancers, Proxy devices and their operations

Good understanding of Cyber-Security landscape

Good understanding of development technologies such as Java, Java scripts, API's, XML, Databases

Experience managing and setting customer and sales account team expectations

Excellent customer interaction and presentation skills

Ability to present to different audiences and bring the message across in a concise, professional manner

Familiarity with MS Project and Microsoft's Office automation products or similar platforms

Preferred Technical and Professional Expertise

Experience with statistical models or behavioral analytics a plus

PMP certification a plus

Degree in Computer Science a plus

Experience managing personnel with different skillsets and experience in multiple time zones including international

About Business Unit

IBM 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.

This job requires you to be fully COVID-19 vaccinated prior to your start date, where legally permissible. Proof of vaccination status will be required. If you are unable to be vaccinated due to medical, pregnancy or religious reasons, we offer accommodations in accordance with applicable law.

Your Life @ IBM

Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

IBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:

--12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.

--World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.

--Well-being programs to support mental and physical health.

--Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).

--Select educational reimbursement opportunities.

--Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.

--Giving and volunteer programs to benefit charitable organizations and local communities.

--Discounts on retail products, services, and experiences.

This position is eligible for participation in an IBM sales incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change.

We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Keywords: IBM, Austin , Customer Success Manager- Security Architect, Professions , Austin, Texas

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