Cisco Customer Success Manager

**Introduction** At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress. **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** • Mandatory to have Cisco Customer Success Manager certification. • 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. 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.