Customer Success Manager (Trusteer): Sydney Customer Success Manager (Trusteer): Sydney …

in Sydney, New South Wales, Australia
Permanent, Full time
Be the first to apply
in Sydney, New South Wales, Australia
Permanent, Full time
Be the first to apply
Customer Success Manager (Trusteer): Sydney

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. You will be joining our industry leading IBM Security Trusteer and Verify Customer Success Architect team.

Your Role and Responsibilities

As a Customer Success Manager Architect you will apply your technical skills to help our customers achieve their business outcomes. You will be responsible for ensuring the successful deployment of clients' Trusteer solutions occurs, guiding a quick time-to-value and delivering the highest possible customer satisfaction levels, while also identifying expansion opportunities, and you will work with the renewal team to ensure execution of the renewal process.
To be successful in this role you:
  • Demonstrate a history of success as a customer success manager, consultant, pre-sales, technical account management, enterprise architect, or equivalent
  • Deeply understand customer business and technology needs; become the face of IBM to the customer
  • Serve as a trusted technical expert for the customer's Trusteer entitlement and have a broad knowledge of the potential of a customer's security environment
  • Have a proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
  • Have handled difficult customers or situations and can demonstrate resolutions
  • Willingness to take initiative and tackle things on your own
  • Ability to navigate data and people to find answers
  • Create customer success plan to outline adoption post-deployment and implementation
  • Conduct regular business reviews with stakeholders in client organisation to assess progress of success plan, implementing remedial measures if necessary
Required Experience:
  • Technical understanding of how companies secure their environment
  • Ability to show customers how to "use" the offerings to get to first productive use and proactive expansion
  • Can build a growth plan to demonstrate how Growth Offerings will deliver customer outcomes
  • Analytical mindset and problem-solving skills
  • Strong interpersonal relationship building and executive communications skills
  • Can manage multiple customer accounts and projects simultaneously
Preferred Experience:
  • 5-10 years of experience in Customer Success, Professional Services and/or Services Industries, Technical Sales (e.g., technology or management consulting)
  • Experience with API based SaaS offering deployment, Javascript and mobile integration
  • Experience with enterprise software implementations is preferred
  • Experience working in B2B Enterprise Software, SaaS / IaaS / PaaS and/or Cloud
  • Technical understanding of how companies address the fraud landscape
  • Experience working with clients in the financial sector
  • We will also consider candidates with equivalent experience working with large clients in other industries - and with the desire to embark on a career as a technical CSM

Required Technical and Professional Expertise

As above

Preferred Technical and Professional Expertise

As above

As above

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