Customer Success Partner Manager

IBM • San Jose, CA

408d

About The Position

The Customer Success Partner Manager at IBM is a key leadership role focused on transforming partner IT organizations by implementing effective Cost Management strategies using IBM's Apptio products. This position involves building strong relationships with partners, managing partner enablement initiatives, and ensuring high-quality implementations that meet customer expectations. The role requires a blend of technical expertise, project management skills, and the ability to advocate for both partners and customers to drive continuous improvement and success.

Requirements

• 10+ years of enterprise Software-as-a-Service (SaaS) implementation or consulting experience, with at least five years as a senior consultant or project manager.
• Experience leading and developing programs to support Partner success and Customer Success.
• Demonstrated client/partner relationship building and people skills.
• Excellent organizational, analytical, and critical thinking skills.
• Client-focused attitude and ability to be a customer advocate.
• Effective communication and presentation skills.
• Experience with packaged application software implementation practices.
• Strong analytical skills and ability to translate complex information into simple requirements.
• Experience in project and program management, supporting simultaneous partner engagements.

Nice To Haves

• Education in Business, Economics, Accounting, Data Analytics, or Computer Science.
• Understanding of IT infrastructure concepts.
• Ability to break down complex information into business-level requirements.
• Understanding of data analysis/manipulation.
• Certifications from AWS, Azure, GCP, or OCI.

Responsibilities

• Identify partner education gaps to design and manage comprehensive partner enablement initiatives.
• Collaborate with internal teams to create and maintain partner resources such as product guides and playbooks.
• Track and analyze partner performance metrics to refine training and support strategies.
• Create and maintain a structured partner program, including onboarding and performance monitoring.
• Build strong relationships with partners and internal teams.
• Gather and share feedback from partners to drive continuous improvement.
• Implement and oversee a quality assurance process for partner implementations.
• Advocate for partner issues and escalations.
• Track partner proficiency on products and key processes.
• Collaborate with internal teams to align partner activities with customer goals.
• Establish KPIs and metrics to evaluate partner success and provide feedback.
• Function as an advocate for customers, ensuring their needs are communicated to partners.
• Address challenges with partner performance to maintain customer satisfaction.
• Develop initiatives to improve the partner program's effectiveness.

Benefits

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being.
• Financial programs such as 401(k), cash balance pension plan, and life insurance.
• Generous paid time off including holidays, sick time, and vacation.
• 12 weeks parental bonding leave and other Paid Care Leave programs.
• Training and educational resources on a personalized learning platform.
• Diverse and inclusive employee resource groups and volunteer opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computer and Electronic Product Manufacturing
• Education Level: No Education Listed