Customer Success Manager - Turbonomic

Company: IBM Computing
Location: Cambridge
Posted on: May 11, 2022

Job Description:

IBM Customer Success Manager - Turbonomic in Cambridge , Massachusetts Introduction 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. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk. Your Role and Responsibilities At Turbonomic, an IBM company, we work to deliver best-in-class software so that our customers can assure application performance, eliminating error messages, spinning wheels and business disruptions. Turbonomic's Application Resource Management (ARM) platform continuously assures that applications get precisely the right resources needed to perform, while maintaining policy compliance and eliminating overspending. Our Network Performance Management (NPM) technology provides modern monitoring and analytics solutions that organizations need to monitor their network infrastructure, and simplifies the extraction and enrichment of metric, flow, and streaming telemetry data across multi-vendor networks enabling enterprises, carriers, and managed service providers to ensure optimal network operations and performance. Turbonomic is well-positioned to build the future of AI-driven hybrid cloud. Turbonomic was recently named to the Inc. 5000 List of fastest growing private companies for the sixth time, and the Forbes Cloud 100 for the fourth time. We have also been named to Fast Company's Best Workplaces for Innovators List, a testament to our people, culture, and technology. To scale our growth, we have locked in partnerships with technology giants like Cisco, Microsoft, AWS, and DXC. As one of our Customer Success Managers, you will be responsible for driving product adoption and usage through a series of impactful engagements that enable our customers to maximize their business and technical value from the Turbonomic platform. Each CSM will be regionally aligned and responsible for leading their customers along the ARM Multi-Journey roadmap in addition to building & maintaining technical champions. Additionally, you will become a main point of contact for Turbonomic end-users. Each CSM will do this by leveraging their own technical and account management skills, as well as additional technical resources such as TAMs, SE's, Advanced Engineering, and SME's to engage with customers at all points of their maturity journey. Proactively manage customer portfolio to ensure product adoption according to ARM Multi-Journey roadmap. Understand the various Turbonomic uses cases across on-prem, public cloud, and cloud native as well as the ecosystem of integrations and services that our customers use, and work with the customer to ensure success with the Turbonomic platform at the center. Build and execute on account plans to understand where at risk customers exist, where customers can expand use cases, and develop strategies to execute against these account plans. Identify opportunities within the customer's environment to extend Turbonomic adoption by understanding their projects and key business and technical objectives. Serve as central point of contact for your assigned customer accounts. Build strong, personal, relationships with customers as a trusted advisor. Manage and monitor usage to determine the health of a customer. Maintain high level of technical and business acumen, professionalism, and trust across multiple customers at one time. Communicate with customers and internal teams to provide feedback on current usage and potential roadblocks. Collaborate with internal engineering and product management teams to develop innovative solutions to customer requirements. Document all customer engagements within Gainsight, SFDC, or relevant CRM or customer success platform. Maintain current technical knowledge of Turbonomic platform, Cloud, Cloud Native, Data-center infrastructure, APM, and other emerging technologies. Maintain current Turbonomic certifications as required. Turbonomic is well-positioned to build the future of AI-driven hybrid cloud. Turbonomic was recently named to the Inc. 5000 List of fastest growing private companies for the sixth time, and the Forbes Cloud 100 for the fourth time. We have also been named to Fast Company's Best Workplaces for Innovators List, a testament to our people, culture, and technology. To scale our growth, we have locked in partnerships with technology giants like Cisco, Microsoft, AWS, and DXC. Required Technical and Professional Expertise Demonstrated ability to work independently to plan, prioritize, coordinate, and manage multiple client engagement projects of varying degrees of complexity. Demonstrated ability to meet client expectations while adhering to defined corporate policies, practices, and processes. Proven ability to deliver technical workshops to customer teams, confidently sharing knowledge and answering technical questions. High-energy, coachable, and entrepreneurial mindset. Ability to thrive in a fast-paced environment and learn on your feet. Strong analytical, organizational and documentation skills. Excellent communications and interpersonal skills. Strong work ethic and a willingness to learn new things and take risks. Understanding of the Turbonomic Platform. Extensive experience 3+ years in Virtualization, 3+ years in Cloud computing (specifically Azure and AWS) architectures and Knowledge of Containers/Kubernetes Preferred Technical and Professional Expertise Preferred bachelor's Degree in Math, CS, Economics, Engineering or related field or equivalent experience. 2-year minimum experience in Customer Success, Account Management, Professional Services, Sales Engineering, or TAM services in the relevant technology space. Once travel normalizes, then ability to travel approximately 25% of the time. About Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners. 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 @ IBMAre 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 IBMIBM'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.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 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 StatementIBM 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. 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 @ IBMIBM 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.

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