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 for IBM’s Automation portfolio, you will guide clients in adopting, deploying, and realizing value across IBM’s end‑to‑end Automation solutions. This role is responsible for driving use cases, accelerating consumption, and strengthening long‑term client success across Business Automation, IT Automation, AIOps, Integration, and intelligent workflow solutions. You will act as a strategic advisor to clients, ensuring they maximize the value of their Automation investments while uncovering opportunities for expansion and renewal.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
Primary Responsibilities Include:
- Support Client Adoption Across the Automation Portfolio Deliver guidance that helps clients deploy and adopt IBM’s full Automation suite—including Business Automation Workflow, Robotic Process Automation, Watsonx Orchestrate, AIOps, Instana, Integration, and Cloud Pak for Business Automation—ensuring fast time-to-value and measurable business outcomes.
- Drive Automation Use Cases & Expansion Paths Identify, shape, and drive high‑value automation use cases through discovery sessions, adoption workshops, and prescriptive best practices. Demonstrate how IBM Automation capabilities can streamline operations, reduce manual work, and improve efficiency across the enterprise.
- Motivate Continuous Client Usage & Value Realization Encourage ongoing usage of Automation products by helping clients unlock new capabilities, optimize configurations, and expand workflows. Ensure each client has a clear roadmap for scaling automation across teams and business functions.
- Lead Renewal & Health Conversations Own proactive renewal motions by highlighting usage, ROI, and client outcomes. Drive value‑based conversations with stakeholders and ensure long‑term client alignment with IBM’s Automation strategy and roadmap.
- Foster Upsell & Cross‑Portfolio Opportunities Identify opportunities for clients to extend automation into new areas—such as adding process mining, content services, observability, IT automation, or integration capabilities. Partner with sales and technical teams to translate client needs into expansion proposals.
- Serve as a Strategic Advisor on Automation Best Practices Guide clients on governance, architecture, scaling patterns, and automation centers of excellence. Help organizations mature their automation programs and adopt IBM-recommended methodologies and frameworks.
- Coordinate IBM Resources to Accelerate Success Work cross-functionally with technical sellers, architects, product specialists, and support teams to ensure clients receive a coordinated, seamless experience throughout their automation journey.
Preferred Technical And Professional Experience
- Maximo / IBM Asset Management Expertise Strong working knowledge of IBM Maximo Application Suite (MAS), including deployment concepts, asset management workflows, monitoring, and integration capabilities. Ability to guide clients on best practices for scaling and optimizing Maximo across operational environments.
- IT Automation & AIOps Experience Hands‑on familiarity with IT automation solutions such as IBM Turbonomic, Instana, Watson AIOps, Ansible, or similar platforms. Understanding of event management, incident automation, observability, and IT operations workflows.
- Broad Understanding of IBM’s Automation Portfolio General knowledge of the wider IBM Automation suite—Business Automation Workflow, RPA, Process Mining, Content Services, Integration, and orchestration tools. Ability to speak to high‑level architecture, common use cases, and value drivers across the Automation ecosystem.
- Ability to Lead Technical and Business Discussions Comfortable explaining automation concepts to both technical practitioners and business stakeholders, aligning capabilities with client outcomes and ROI expectations.
- Experience Supporting Software Adoption and Value Realization Demonstrated experience in guiding clients through the software lifecycle—deployment, onboarding, usage growth, scaling patterns, and driving measurable value.
- Strong Analytical and Problem‑Solving Skills Capable of diagnosing adoption challenges, interpreting product usage data, and recommending technical or operational improvements.
- Cross-Functional Collaboration Skills Proven ability to partner with technical sellers, architects, support teams, and product SMEs to drive client success.
- Customer Success or Technical Account Management Background Experience working directly with enterprise clients in roles related to Customer Success, Professional Services, Technical Sales, or Solution Architecture.
