167 Customer Service & Helpdesk jobs in the United Arab Emirates

Over 2,200 of the world’s leading organizations trust AlgoSec to help secure their most critical workloads across public cloud, private cloud, containers, and on-premises networks.

Join our global team, securing application connectivity, anywhere.

We are the leader in hybrid, multi-cloud cybersecurity for secure application connectivity in a hybrid world. Our AI-driven platform provides visibility, real-time threat detection, and compliance automation for enterprise customers. With strong market traction, year on year ARR growth and profitable, we are entering a high-growth phase as we go deeper into cloud and looking for a proven sales leader to scale revenue and expand our go-to-market reach globally.

We are hiring a Customer Success Manager to join our Sales team.

CSMs are strategic and technical advisors who help our enterprise customers adopt, optimize, and expand their use of AlgoSec’s solutions. As a CSM, you’ll own post-sales success, driving adoption, value realization, and customer satisfaction while partnering closely with Sales, Technical Services, Product, and Engineering.You’ll combine relationship management with a strong grasp of IT security infrastructure to guide customers through successful adoption and expansion.

Reporting to: VP, Global Customer Success

Location: Dubai,United Arab Emirates (Home office)

Responsibilities:

• Drive Customer Adoption: Identify adoption gaps, build tailored success plans, and align product use cases to value realization.
• Monitor Adoption Health: Track adoption across your portfolio and create quarterly improvement plans.
• Support Renewals: Partner with the renewals team to connect adoption health with renewal outcomes. Flag churn risks early and lead mitigation efforts.
• Identify Expansion Opportunities: Collaborate with internal teams and sales to uncover and quantify growth potential.
• Be a Trusted Advisor: Build strong relationships with key stakeholders and guide customers with best practices and strategic insights.
• Lead Customer Engagements: Host Executive Business Reviews (EBRs) and maintain proactive, high-value touchpoints.
• Document Value: Capture use cases, success stories, and lessons learned to enrich our Customer Success knowledge base.
• Advocate Internally: Represent the customer’s voice and ensure their needs are championed across the organization.

Requirements:

• 5+ years in Customer Success or similar roles within enterprise software, preferably in security or systems integration.
• Proven experience managing strategic and enterprise-level customers with measurable success.
• Strong understanding of network security, governance, audit, risk, and compliance practices.
• Customer-first mindset, highly proactive, and comfortable with client-facing engagements (calls/visits).
• Excellent consulting, project management, and data-driven decision-making skills.
• Solid knowledge of security tech (firewalls, IDS/IPS, SDN, compliance) and APIs (Java, REST).
• Familiarity with infrastructure, cloud (public/private/hybrid), and networking (LAN/WAN).
• Resilient and adaptable in dynamic, fast-paced environments.
• Executive presence and ability to manage high-stakes conversations and escalations.
• Willingness to travel up to 50% of the time

Advantages:

• Experience with Salesforce.com and Gainsight.
• Technical depth in TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius.

AlgoSec is an Equal Opportunity Employer (EEO), committed to creating a friendly, diverse and inclusive company culture.

Specialist - Technical Support Section

Date: Jan 11, 2025

Company: Abu Dhabi Accountability Authority

Job Objective

Provide technical support to all IT related end user software and hardware within Abu Dhabi Accountability Authority (ADAA) including but not limited to the help desk and system configuration, process alignment and implementation and practices to sustain system availability, efficiency, and performance of information systems.

Key Responsibilities/Duties

1. Strategy and Planning
2. Assist in the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, and ensure alignment with ADAA’s overall policies and procedures.
3. Assist in the development, implementation, and update of the section’s strategic, budget and procurement, and operational plans, ensuring alignment with the department and sector’s strategy and objectives, and ADAA’s mission and vision.
4. Ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.
5. Operations
6. Provide technical support for technical challenges associated with software, applications and systems and provide recommendations and solutions to resolve the issues.
7. Carry out preventive maintenance of end users technical devices and equipment regularly and upon request to ensure its operability to support IT requirements.
8. Monitor and replace technical assets as and when required in accordance with ADAA’s applicable policies.
9. Install operating systems, software and applications on devices and equipment and update them to ensure their sustainability.
10. Analyze requests/reports received at the technical support platform, monitor the common requests/reports, prepare documentation, and recommend solutions to resolve the issues.
11. Update and amend the module functionality to ensure that the ADAA applications systems are able to meet user information requirements on an ongoing basis and that modules continue to reflect business processes.
12. Carry out testing of the technical configurations with a range of functionality, which meets users’ information requirements.
13. Conduct pilot testing of the technical module configurations end user systems and devices to ensure that they provide the degree of functionality and reliability required by functional users.
14. Maintain personal knowledge of technical developments configurations and setups from various systems to ensure that ADAA maintains capability to maintain systems and capitalize upon the opportunities presented by increased systems capability.
15. Provide effective first line interface with users seeking IT support through receiving calls, emails and service desk tickets, record and track requests, incidents and complaints and ensure to keep callers end users updated on request status and progress.
16. Identify internal end-user and external stakeholders’ requirements on technical support and information respectively and ensure to study their expectations and follow the designed framework for meeting these requirements.
17. Conduct analysis of incident records and classify incidents, match against known errors and problems and assess related configuration details to provide ongoing support.
18. Maintain logs for rapid and effective response/resolution for major or high and advise users of actions to be taken.
19. Assist users on systems, products and services which are available to end users and provide information on updates, known errors, changes in availability, new facilities etc. to assist users in making more effective use of desk-top systems, products, and services e.g., self-help portals.
20. Assist in coordinating external technical support where problems cannot be resolved in house, based on instructions from IT Director.
21. Prepare instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.
22. Monitor documentation of the supported systems and software in an appropriate form and provide feedback on outdated documentation.
23. Track and monitor IT Asset (hardware & software) to maintain inventory.
24. Talent Management and Development
25. Ensure completion of required trainings and certification programs in order to keep current with job requirements and ensure continuous performance improvements.
26. Obtain timely performance review assessments for midyear and annual performance review and ensure to meet the set KPIs.
27. Keep current with updated information relevant to the role to ensure standard performance level is achieved.
28. Contribute to knowledge dissemination/sharing to build internal capabilities of the team and maximize their effective performance.
29. Contribute to the development of UAE National employees in line with the objectives of the Authority and its Emiratization strategy.
30. Corporate
31. Ensure adherence and compliance with all ADAA corporate policies, procedures and guidelines (HR, IT, Procurement, Finance, Health and Safety, etc.).
32. Prepare section’s related correspondence such as e-mails, memos, and letters to ensure professionalism, completeness and accuracy of information.
33. Retain, document, preserve, and archive section’s related physical and electronic records in accordance with relevant policies and procedures.
34. Respond to any section related queries and provide required support to relevant ADAA’s organizational units and employees as and when required.
35. Utilize relevant technologies used within ADAA in order to optimize work efficiency.
36. Demonstrate compliance with ADAA’s values, Code of Business Conduct and ethics at all times to support the establishment of a value driven culture within the Authority.
37. Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
38. Contribute to the preparation and submission of timely and accurate statements and reports to meet department requirements, and quality standards.
39. Co-operate in the implementation of the relevant health and safety legislation, policies and procedures, in the performance of duties.
40. General
41. The level of performance should reflect the academic qualification, type of courses in the field of specialization, employee job level, and the level of productivity.
42. The academic and professional certificates required and approved by ADAA should be acquired within the period specified and based on the employee’s Individual Development Plan.
43. Perform the task and responsibilities independently unless an approval or directive was obtained to delegate the task to other employees in case of incapability to perform the tasks and responsibilities.
44. Ensure teamwork, collaboration, and dedication in performing duties.

Requirements

• Bachelor’s degree in relevant field
• 3 - 5 Years of relevant experience in Technical Support or equivalent work experience.

We are an AI-powered expense management platform designed to simplify finance for businesses in the Middle East, helping them save both time and money. Our platform offers everything businesses need to manage and control their expenses in one place, including smart corporate cards, AI-powered automation and insights, streamlined accounting, and centralized dashboards.

Since 2022, over 800 businesses in the UAE—from startups to enterprises like Al Barari, Rove, Rivoli, Punjab National Bank, and CarSwitch—have used Alaan to control their spending and reduce costs. Together, our customers have saved over AED 100 million using Alaan.

As a Customer Success Manager at Alaan, you will be the strategic link between our company and a diverse portfolio of high-value clients, working proactively to help them achieve success through our platform. You’ll serve as a trusted advisor, managing client relationships from onboarding to long-term partnership, ensuring their goals are met, and enhancing their experience with our product. Your expertise will drive client satisfaction, loyalty, and growth in a fast-paced, start-up environment.

• Account Management - Successfully manage a portfolio of customers and prioritize amidst multiple competing priorities, escalations, and deadlines.
• Continuous Learning and Development - Develop a deep understanding of a client’s business, brand, industry, and its consumers. Apply domain/technical knowledge of the platform, best practices, and customer insights to remove blockers and proactively support customers.
• Vigilance and Awareness - Proactively track accounts to identify early warning signs of churn risk, establish internal action plans to address customer concerns and work proactively to eliminate that risk.
• Product Development - Act as an advocate for the client and bring back structured requests or feedback to the Product team and work with the product team to be one of the key contributors to define client requirements, features and improvements.
• A Constant Air of Improvement - Establish and improve service procedures, policies and standards through best practices while keeping accurate records and document customer service actions and discussions.
• Ownership - Take responsibility for positively building client relationships over time as their go-to trusted advisor.

What we are looking for

• 3+ years of proven successful experience as a Customer Success Manager in B2B SaaS / analytics.
• Proven track record - Of high-value solution client success experiences with enterprise clients from a range of industries. Experience in supporting long term, recurring revenue programmes or equivalent.
• Ownership - Ability to multi-task and independently handle tasks without any follow-ups.
• Problem Solver – You are a natural problem solver and trusted adviser to clients, never shy of presenting a point of view to deliver on client objectives. Ability to negotiate with win-win outcomes.
• Passion for Business Optimization – You have an interest in new technologies and in the power of data and insights as foundations for business growth. You also have a working knowledge of customer service software, databases and tools.
• Cognitive Intelligence – You can think on your feet, seeing all the angles to best position our platform to best fit a client’s needs.
• Client Empathy – You’ll be building deep, trusting relationships.
• Communication Skills - Excellent verbal, written, and presentation skills in English.
• Positivity – You’ve got the charisma, but not the ego, to make a good impression with a collaborative mindset.
• Curiosity - You’re interested in learning more about the industry and show an outstanding curiosity towards the client base.
• Start-up Attitude – You’re comfortable in a rapidly changing environment, working with limited resources, and delivering high-quality work at the speed which is necessary for successful business growth.
• Knowledge - Accounting and Finance processes is a strong plus.

What's in it for you

• Thrive in a flexible hybrid culture with ample work-life balance.
• Competitive salary and equity
• Contribute to building the Middle East’s most beloved fintech brand from the ground up.
• Benefit from a role with significant ownership and accountability.
• Participate in exciting offsite events.
• Enjoy additional perks like travel allowances, gym memberships, and more.

Description Du Poste The Customer Service Manager responsible for overseeing the Customer Service Representative Team and ensure timely, accurate order processing and responding. The Manager will manage and track approved customer request for quote, orders and billing, as well as, work closely with Customer Support, Operations and Program Management organization at the OEM, to address and resolve any order issues. This job reports directly to the Safran Cabin Front Office manager in France and functionally to one in Germany.

• Ensure the team processes internal and external customer purchase orders and requests, in a timely manner
• Review customer orders – EDI, web portal based, e-mail, for accuracy
• Take an active role in identifying and resolving any order issues
• Understand all aspects of the Order Management process
• Provide Order Processors with training and guidance; assist co-workers with resolutions of issues on orders.
• Develop, document, existing and new processes/procedures
• Partner with Sales, Operations, Quality & Finance to streamline interconnecting processes impacting Order Management
• Maintain the company’s order processing manual
• Review daily order deck to ensure order accuracy
• Monitor Order Processing productivity and SOM activity through Order Management
• Ensure team can effectively resolve customer issues/concerns
• Respond to customer escalated inquiries and requests
• Develop and maintain excellent relationship with customers, both internal and external
• Manage customer’s backlog order and customers’ billing process
• Maintain working knowledge of M3 and SAP products and order processes
• Perform other ad hoc duties as assigned
• Manage department’s schedule to attend shipping/production needs
• Track and make sure billing and invoice reach to customer successfully
• Assist with billing dispute if needed
• Work with Operations and Program Management team to reduce errors, double activities and inefficiency.
• Customarily and regularly directs the work of two or more employees
• Responsible for hiring, termination and the advancement/promotion of employees
• Customarily and regularly exercises discretion and independent judgment

Exigences du poste

Problem-solving, well organized, detailed oriented and accurate, excellent written and verbal communication skills. Advanced skills in Microsoft Excel, PowerPoint, and Word. Knowledge and understanding of basic ERP/MRP functions and applications is preferred.

Safran est un groupe international de haute technologie opérant dans les domaines de l’aéronautique (propulsion, équipements et intérieurs), de l’espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l’environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 92 000 collaborateurs pour un chiffre d’affaires de 23,2 milliards d’euros en 2023, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s’engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d’innovation technologique.

Safran est la 1ère entreprise du secteur aéronautique et défense du classement « World’s Best Companies 2023 » du magazine TIME.

Safran Aerosystems conçoit des solutions de haute technologie qui optimisent la performance des aéronefs et la sécurité des vols. Numéro 1 mondial des systèmes d’évacuation d’urgence et des systèmes oxygène pour l’équipage, Safran Aerosystems est également un acteur majeur des systèmes carburant et fluides.

BAC+3, BAC+4

Supérieure à 3 ansThis job has been sourced from an external job board.

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A Customer Success Manager (CSM) career in IBM means a career where you're helping clients fully realise the value of their existing IBM products, whilst growing their adoption of next-generation technologies from across IBM's wider portfolio. It means being a trusted strategic advisor to some of the world's most transformational enterprises and culturally influential brands, as they rely on your expertise and our technology to solve some of their hardest problems.

Excellent onboarding and an industry leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators – always willing to help and be helped – as you apply passion to work that will have a positive impact to the world around us.

Your role and responsibilities

A Customer Success Manager opportunity in IBM might be different to what you're used to. In addition to the people and commercial skills often associated with this position, an IBM CSM is also an Architect. Someone with a deep understanding of technical complexities. A person who can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way.

With deep roots in a hands-on technological background, and through different communication techniques, you'll be able to showcase IBM solutions. Using excellent communication, you'll articulate their compatibilities with a client's stack via use-case identification, solution architecture design, and MVP builds.

With technical expertise and a consultative style, you'll quickly build credibility as a trusted advisor at all levels. To drive expansion and renewal growth, you'll guide IT executives through the changes needed to realise the full value of expanding their adoption of IBM's products.

Your primary responsibilities will include:

• Understanding Client's Challenges and Building Trust: Understand clients' primary challenges and establish yourself as a trusted technical expert for their migration, deployment, and adoption of Hybrid Cloud and AI Growth offerings.
• Facilitating Use Case Exploration and Business Framing: Lead use case exploration and business framing workshops, develop client value realization models.
• Leading Persuasive Technical Conversations: Lead technical discussions that persuade clients to act based on their requirements and the value provided by IBM's solutions.
• Creating Post-Deployment Customer Success Plans: Develop post-deployment customer success plans aimed at continually increasing post-launch, active user adoption of IBM's products.

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Proven Technical Expertise in Complex Technology Sales: Demonstrated track record as a technical expert (e.g., Engineer or equivalent) in successfully closed Technology sales cycles.
• Hands-On Experience in Technology Domains: A previous background with hands-on practical experience in one of the following areas: Cloud, Data and AI, Automation, Integration or Security, enabling rapid establishment of credible trust with client stakeholders.
• Effective Communication and Relationship Building: Demonstrable success in communicating and personal relationship development at all levels, from engineers to CIOs.
• Self-Motivation and Problem-Solving Aptitude: A natural inclination toward self-motivation and initiative, in addition to the ability to navigate data and people to find answers and present solutions.

• Broad Technology Solution Expertise: Proven experience working with Integration products including iPaaS, API Management, Integration and API Security.
• Sales Experience in Software and Cloud: Demonstrated experience in software and Cloud sales, encompassing software, SaaS, IaaS, PaaS, and Cloud solutions.

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.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

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.

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.

IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Customer Success Manager - Application Development & Integration

Job ID

45163

City / Township / Village

DUBAI

State / Province

Dubai

Country

United Arab Emirates

Work arrangement

Onsite

Area of work

Employment type

Fixed Term (Fixed Term)

Position type

Professional

Up to 20% or 1 day a week

Company

(0143) IBM Middle East FZ-LLC

Shift

General (daytime)

Is this role a commissionable/sales incentive based position?

Job Description:

• Manage the Customer Services team, ensuring the team deliver high quality customer service to all stakeholders
• As a people manager provide regular performance management, feedback and coaching; ensuring all team members have clear individual development plans
• Advocate all Dentsply Sirona values in behaviours and communication
• Manage and coordinate all customer and distributor enquiries
• Manage the processing of quotation and orders
• Manage key elements of the shipping process
• Manage the associated administration ensuring our internal systems are maintained
• Track the delivery of shipments to distributors after despatch of goods, regardless of terms
• Prepare and enter orders and quotations promptly and efficiently using tools and resources to their best advantage.
• Prepare and file customer order reports as necessary.
• Liaise with forwarding agents in the preparation of shipping documents and despatch details, paying attention to detail and ensuring cost effectiveness
• Manage order request dates in line with service reporting requirements and in order to maximise inventory levels across the business.
• Working and regularly communicating with internal stakeholders on key matters i.e. shipping details, release instructions (Factory, Warehouse, Finance), business critical reporting

Requirements:

Qualifications and Experience

• Previous Customer Service
• Previous experience of managing a diverse team
• Experience of providing Trade Marketing support experience is advantageous
• Microsoft office and ERP systems (experience of Microsoft Dynamics AX and Tally is advantageous)
• Expert knowledge of Microsoft Excel
• Experience with International Trade Finance and International Distribution and Shipping
• Experience with Letter of Credits and associated requirement of documentation etc.
• Administrative experience, specifically with proven record of data entry.
• Experience in Customer Services within a supply chain environment is desirable
• Excellent standard of English is required

Are you passionate about customer journey? If so, we have a remarkable opportunity for you! Based in the vibrant city of Dubai, but with the flexibility of a global reach, our client is a leading entity specialized in FinTech solutions and pioneering technology.

This role is all about being the go-to person for ensuring an exceptional client experience, every single day. You’ll monitor all platforms, chatbots, and onboarding processes to spot delays, address client concerns, and track who’s excelling (and who isn’t). Your mission? Keep clients happy by prioritizing the features they need most and identifying areas of improvement. Every day, you’ll report on bugs, issues, and challenges that need fixing, while working to create smooth, simple, and hassle-free interactions for clients. From pinpointing UI glitches to tackling usability problems, you’ll play a key role in enhancing the overall client journey.

The Customer Experience Officer will proactively enhance and optimize the customer journey across all business lines. Reporting directly to the Chief Strategy Officer and Chief Customer Officer, this role involves strategic coordination with compliance, legal, finance, sales, Salesforce team, customer support and other teams to consistently advocate for client needs and satisfaction

What your responsibilities will include:

• Craft and manage seamless, end-to-end customer journeys that deliver exceptional user experiences every time.
• Bring teams together! Collaborate across compliance, legal, finance, sales, and customer support to ensure everyone is aligned and communicating effectively.
• Keep things running smoothly by auditing customer-facing platforms, spotting potential issues, and resolving them before they impact the user experience.
• Build customer feedback loops and use data-driven insights to refine strategies and improve product offerings.
• Be the voice of the customer—advocate for their needs, influence strategic decisions, and help foster a culture that prioritizes client satisfaction.
• Stay on top of success metrics like CSAT and NPS, keeping a close eye on what’s working and what needs improvement.
• Work closely with IT teams to enhance UI/UX and implement features according to customers needs.

Qualifications:

• At least 3-4 years experiencein similar role
• Experience with digital retail products
• Deep expertise in designing and optimizing customer journeys for leading SaaS, digital entertainment, fintech, and high-growth platforms like Netflix, Spotify, Revolut, Robinhood, Stripe, and Salesforce.
• A proven history of championing customer advocacy, driving complex, cross-department initiatives to deliver impactful results.
• Advanced skills in Salesforce and customer analytics, turning data into actionable insights that enhance the customer experience.

Preferred Qualifications:

• Excellent analytical, organizational, and communication skills
• High attention to detail and ability to work independently

Joining us means you'll enjoy:

• A vibrant and innovative work culture encouraging creativity and teamwork.
• Vast opportunities for professional advancement and skill enhancement.
• Flexible work arrangements and the potential for international work exposure.
• permanent contract or B2B contract

Sounds interesting? Send us your CV by applying to this page!

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data" . There you will find how your Personal Data is being processed and what your rights are in connection to this.

The personal data will be processed by Sowelo Consulting spółka z ograniczoną odpowiedzialnością spółka komandytowa with its registered seat in Cracow (Limited Partnership) registered in National Court Register (KRS) under no. 000680493, Sowelo Consulting spółka z ograniczoną odpowiedzialnością (LLC) with its registered seat in Cracow registered in National Court Register (KRS) under no. 000671136, our Employees and Subcontractors (jointly referred to as the Company).

Sowelo Consulting sp. z o.o. sp. k. is entered in the register of employment agencies under the number: 17107

IT Recruitment Poland | Executive Search | Recruitment Process Outsourcing

Introduction

A Customer Success Manager (CSM) career in IBM means a career where you're helping clients fully realise the value of their existing IBM products, whilst growing their adoption of next-generation technologies from across IBM's wider portfolio. It means being a trusted strategic advisor to some of the world's most transformational enterprises and culturally influential brands, as they rely on your expertise and our technology to solve some of their hardest problems.

Excellent onboarding and an industry leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators - always willing to help and be helped - as you apply passion to work that will have a positive impact to the world around us.

Your role and responsibilities

A Customer Success Manager opportunity in IBM might be different to what you're used to. In addition to the people and commercial skills often associated with this position, an IBM CSM is also an Architect. Someone with a deep understanding of technical complexities. A person who can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way.

With deep roots in a hands-on technological background, and through different communication techniques, you'll be able to showcase IBM solutions. Using excellent communication, you'll articulate their compatibilities with a client's stack via use-case identification, solution architecture design, and MVP builds.

With technical expertise and a consultative style, you'll quickly build credibility as a trusted advisor at all levels. To drive expansion and renewal growth, you'll guide IT executives through the changes needed to realise the full value of expanding their adoption of IBM's products.

Your primary responsibilities will include:

• Understanding Client's Challenges and Building Trust: Understand clients' primary challenges and establish yourself as a trusted technical expert for their migration, deployment, and adoption of Hybrid Cloud and AI Growth offerings.

• Facilitating Use Case Exploration and Business Framing: Lead use case exploration and business framing workshops, develop client value realization models.

• Leading Persuasive Technical Conversations: Lead technical discussions that persuade clients to act based on their requirements and the value provided by IBM's solutions.

• Creating Post-Deployment Customer Success Plans: Develop post-deployment customer success plans aimed at continually increasing post-launch, active user adoption of IBM's products.

Required technical and professional expertise

• Proven Technical Expertise in Complex Technology Sales: Demonstrated track record as a technical expert (e.g., Engineer or equivalent) in successfully closed Technology sales cycles.

• Hands-On Experience in Technology Domains: A previous background with hands-on practical experience in one of the following areas: Cloud, Data and AI, Automation, Integration or Security, enabling rapid establishment of credible trust with client stakeholders.

• Effective Communication and Relationship Building: Demonstrable success in communicating and personal relationship development at all levels, from engineers to CIOs.

• Self-Motivation and Problem-Solving Aptitude: A natural inclination toward self-motivation and initiative, in addition to the ability to navigate data and people to find answers and present solutions.

Preferred technical and professional experience

• Broad Technology Solution Expertise: Proven experience working with Integration products including iPaaS, API Management, Integration and API Security.

• Sales Experience in Software and Cloud: Demonstrated experience in software and Cloud sales, encompassing software, SaaS, IaaS, PaaS, and Cloud solutions.

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.

- Serve as the primary point of contact for new customers throughout their onboarding process, ensuring a smooth and timely transition to using our software.

- Conduct thorough assessments of the customers' needs and goals to improve and streamline our onboarding process.

- Collaborate with cross-functional teams including sales, customer success, and product to gather relevant information regarding the customers' journey and experience, ensuring more streamlined handovers.

- Coordinate and facilitate onboarding activities with our customers (e.g., account setup).

- Take a proactive approach to onboarding by asking questions to understand their goals, concerns, and expectations.

- Act as a trusted advisor to the customer, offering recommendations and data-driven insights to optimize their experience.

- Serve as the primary point of contact for new customers throughout their onboarding process, ensuring a smooth and timely transition to using our software.

- Conduct thorough assessments of the customers' needs and goals to improve and streamline our onboarding process.

- Collaborate with cross-functional teams including sales, customer success, and product to gather relevant information regarding the customers' journey and experience, ensuring more streamlined handovers.

- Coordinate and facilitate onboarding activities with our customers (e.g., account setup).

- Take a proactive approach to onboarding by asking questions to understand their goals, concerns, and expectations.

- Act as a trusted advisor to the customer, offering recommendations and data-driven insights to optimize their experience.

• Enthusiastic
• Super organized with great attention to detail
• Excellent communication and interpersonal skills
• Collaborative and willing to learn
• Thrives in a customer-centric environment
• Comfortable working independently and remotely, as well as collaboratively

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