携程Customer Success NPL EN SHACC(MJ023600)

Introduction A Customer Success Manager Architect (CSM) career in IBM means a career where you're helping clients fully realize 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 * Serve as a trusted advisor for customer’s intelligent modernization and cloud migration journeys, including deployment, and continuous optimization * Drive business value and technology outcomes throughout customer lifecycle with IBM Hybrid Cloud and AI growth offerings * Guide customer IT executives through the changes needed to unlock the full value of IBM Hybrid Cloud and AI growth offerings * Co-define customer roadmap for implementation and value realization alongside customer * Define and execute customer success plan to demonstrate value of IBM Hybrid Cloud & AI growth offerings * Drive adoption post-deployment and identify additional opportunities for expansion * Lead transformative and technical conversations and persuade extended stakeholders to take action based on requirements and value provided by solutions * Conduct workshops with customer to align IT architecture , integration & migration requirements * Build and execute retention and expansion plays * Activate early renewal conversations, drive upsell/cross-sell and work with extended IBM teams to ensure execution of the renewal process Required education Bachelor's Degree Preferred education Bachelor's Degree

Education and Thought Leadership • Uses existing and new readiness resources and demonstrates expertise in creating enablement plans for partners with complex solutions, and all-up Microsoft business. • Drives innovations to help partners meet capacity and capability goals, maximize reach and impact, and drive long-term engagement and thought leadership on the Microsoft platform, and influences large partners to see and adopt the strategic value. • Provides expertise and is sought out by the Microsoft community because of broad expertise across technologies or solution areas. • Leads the direction that virtual team members (e.g., Account Team) take with Partners and their customers by providing them with strategic input using thorough knowledge of Microsoft technologies, partner accounts, and digital transformations and their context in the competitive landscape. • Coaches the partner on building resilience to technical issues and dealing with competition. Ensuring Success • Helps assigned partners engage in technical pre-sales, deployment, and consumption for the practices or solutions they have built. • Orchestrates a wide, complex range of activities in accordance with partner technical development plan, to develop solution offerings and value realization across a variety of solution areas. • Sets timelines and milestones, and tracks progress toward objectives. Leverages industry expertise and establishes technical credibility with partners to drive Microsoft Technology adoption. • Demonstrates partner and customer obsession in driving digital transformation and Microsoft technology adoption by helping them realize the value, meet their business objectives, achieve their consumption and business targets, and accelerate growth. • Leverages rich expertise and relationships with others to guide the development of partner technology roadmaps that enable them to expand into new markets and provide them with a competitive edge. Partner and Industry Insights • Synthesizes and combines various business insights from their team, global best practices, proof points from experience with several countries and regions. • Leads the orchestration of complex teams across the organization to gather information, collaborate on performance markers, and identify potential risks in partner accounts. • Brings in business and industry insights to address the broader business challenges for the partner. Executes work against the overall business and technical strategy. Solution Development  • Helps partners build practices or solutions and shares their experience and influence with partners through solution-sales guidance. • Influences partner to enable the broader technical team to ensure that technical pre-sales, deployment, and consumption (with a focus on key strategic workloads and solutions) are part of solution development efforts. • Coaches the partner on building resilience to technical issues and dealing with competition. • Proactively influences the development of groundbreaking and highly impactful solutions using Microsoft technologies, and builds solutions into the partner ecosystem to enable partners to sell to end-customers. • Help partners build industry solution based on Microsoft Technology and publish the solutions in Microsoft Marketplace, build strong Microsoft solution eco-system. Strategy Formulation • Provides analysis of overall partner needs for some of the largest and most complex accounts, and advises on gaps that would benefit from Microsoft solutions, using an understanding of the business strategies and outcomes that technology can support. • Leads the adoption of technologies, long-term vision of the customer's/partner's business strategy and driving action to bring to fruition. • Creates mid-term and long-term technical development plans (TDP) for highly prominent, challenging, and/or strategic accounts based on a deep understanding of business and technology priorities and industry landscape in alignment with the Partner Business Plans (PBPs) and in collaboration with the Partner Development Manager (PDM). • Drives envisioning and technical and program changes in the roadmaps around new and groundbreaking technologies. • Ensures execution of technology strategy and digital transformation by anticipating and/or leading the resolution of technical blockers that arise during strategy planning and implementation, and driving technology adoption. Ensures that the execution of work supports the transformation of the partners and their customer's technology capacity, capability, and co-selling across the engagement, and uses expertise and influence to accelerate strategy execution.

• Customer Centric: Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging M365 Enterprise Services expertise to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.• Customer/Partner Insights: Provide feedback & insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement.• Accelerate Value Realization: Actively engage with business and technical decision makers to drive intent, enablement and usage of Copilot for M365, securing long-term customer renewal. Galvanize technical and sales experts around additional identified opportunities to develop customer specific roadmaps that drive further growth & business value realization.• Business Impact: Usage (Cloud & Support) Growth: Develop opportunities to drive Customer Success business results by working with business and technical decision makers to ensure they understand Microsoft’s M365 value proposition and get value from their investment in Microsoft technology.• Resolution of Customer Blockers: Identify resolutions to issues blocking go-live of customer success projects by leveraging deep knowledge of M365 services & technical subject matter expertise. Lead technical conversations with customers to drive value from their MS investments. Deliver all work according to MS best practices & policies and using repeatable IP.• Technical Leadership: Learn It All: Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals• Accelerate Customer Outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-sure and learn from others to help accelerate your customers transformation journey.

• You will develop relationships with key customer IT and business decision makers, to understand their data estate, priorities, and success measures, and design secure, scalable Data & AI solutions that deliver measurable business value.  • You will understand customers’ overall data estate Business and IT priorities and success measures to design Data & Analytics solutions that drive business value and drive positive Customer Satisfaction & become a trusted advisor.   • You will ensure that solution exhibits high levels of performance, security, scalability, maintainability, repeatability, appropriate reusability, and reliability upon deployment and provide feedback and insights from customers/partners.  • You will develop opportunities to drive Customer Success business results & help Customers get value from their Microsoft investments and identify resolutions to Customer blockers by leveraging subject matter expertise. Deliver according to MS best practices & using repeatable Intellectual Property (IP).  • You will apply technical knowledge to architect and design solutions that meet business and IT needs, create Data & Analytics roadmaps, drive Proof of Concepts (POC) and Minimal Viable Product (MVP), and ensure long term technical viability of new deployments, infusing key AI technologies where appropriate.  • You will maintain technical skills and knowledge, keep up to date with market trends and competitive insights; collaborate and share with the AI technical community while educating customers on Azure platform.  • You will accelerate customer outcomes - Share expertise, contribute to IP creation & re-use to accelerate customer outcomes and obtain relevant accreditations and certifications. Proactively identify gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance). Applies subject matter expertise to develop new IP that fills identified gaps  • Drive Azure consumption through accurate and complete Azure Consumption Plans and support Unified/Factory delivery models. • Lead technical workshops, build MVPs, and guide customers through production deployments. • Collaborate with internal teams to remove blockers and share customer feedback. • Evangelize Azure technologies within customer, partner, and community ecosystems. • Own the end-to-end technical delivery results, ensuring completeness and accuracy of consumption and customer success plans in collaboration with the Customer Success Account Managers.  • Provide delivery oversight and escalation support for key consumption engagements across Data & Analytics workloads.  • Drive technical excellence by leading the health, resiliency, security, and optimization of mission-critical data workloads, ensuring readiness for production-scale AI use cases.  • You will identify resolutions to issues blocking go-live of migration and modernization projects by leveraging Azure Infrastructure technical subject matter expertise and lead technical conversations with customers to drive value from their Microsoft investments and deliver all work according to MS best practices and policies.  • You will demonstrate a self-learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals as you accelerate customer outcomes and engage in relevant communities to share expertise, contribute to IP creation, prioritize IP reuse and learn from others to help accelerate your customers transformation journey.  • Be accredited and certified to deliver with advanced and expert-level proficiency in priority workloads including Microsoft Fabric, Azure Databricks, Microsoft Purview, Azure SQL, PostgreSQL, MySQL, and Cosmos DB.  Technical leadership  • Design the solution using your Data Platform technical knowledge, architectural approach, consultancy skills and our methodology to win a customer’s technical decision and meet the customer’s needs; drive proof of concepts (POCs)/production deployments to create momentum for MVPs, infusing key AI technologies where appropriate and being technically proficient to do POC with hands-on-skills.   • Data Platform technologies, including SQL Server, Azure SQL Database, and Azure Cosmos DB, as well as Analytics, Data Warehousing, and Data Engineering scenarios. Focus on Intelligent Data and Analytics Platforms such as Synapse, Lakehouse architecture, Fabric, Azure Databricks, and Power BI. Stay informed on market trends and competitive insights and actively collaborate and share knowledge within the Data & AI technical community.  • Experience in Azure architecture design, Azure IaaS, Azure SQL Database, Azure SQL Managed Instance, High Availability, service resilience and distributed systems.  • Experience as a Database Administrator, data platform design, SQL Server at scale, on-premises to Azure migrations, complex SQL Server troubleshooting, performance tuning and optimization, scaling OLTP and OLAP workloads, and securing SQL Server on-premises or in Azure   • Experience with High Availability/Disaster Recovery solutions such as Failover Clustering, Database Mirroring, Always-On Availability Groups, and Replication   • Use trace analysis, debug skills, source code, and other proprietary tools, to analyse problems and develop solutions to meet customer needs; this may involve writing code   • Consultative experience along with presentation skills with a high degree of comfort with both large and small audiences  • Learns to identify and communicate areas in intellectual property (IP) that need refreshing or have gaps. Contributes to IP development with guidance/supervision.  • Demonstrates strong industry knowledge and increases recognition for Microsoft solutions by contributing to and sometimes leading presentations and engagements with external and internal audiences (e.g., Tech Connect, Build, Ignite)