Customer Success Engineer - Observability and FinOps

Introduction

At IBM, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. You’ll collaborate with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact. Success is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society.

With world‑class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference.

The IBM Customer Success Engineer (CSE) is a technical specialist who provides prospects, customers, IBM business partners and the IBM sales team with in‑depth domain, product, solutions and/or technical product expertise covering the IBM IT Automation (Observability and Fin Ops) portfolio. You apply your business insights, build and maintain client relationships, incorporate hardware, software and services into client‑valued solutions and ensure client readiness for the implementation of technical solutions.

This is an opportunity to shape the future for both IBM and its clients. Start your journey now!

The CSE engages in pre‑sales activity of the sales cycle including sales/business discussions, solution discovery, solution and business assessments, solution demonstrations, pilots and Proof of Concepts. They understand the client’s business requirements, technical requirements and competitive landscape as it pertains to the IBM IT Automation (Observability and Fin Ops). This role requires a consultative, solutions‑focused approach that requires in‑depth needs analysis (discovery), art of the possible demonstrations, customized presentations and demonstrations, and delivery of written documentation and other material to support the sales team and sales opportunities.

When engaged for a specific opportunity or project, the CSE role is responsible for the technical accuracy of the proposed solution.

The CSE also engages in post‑sales activity to ensure that IBM technology is implemented, adopted, and the client is satisfied.

Bachelor’s Degree

• At least 2 years of experience with IBM Turbonomic, Instana, and/or competing solutions
• Strong technical expertise in Observability and Fin Ops
• Travel up to 60% or 3 days a week (home on weekends‑based on project requirements)
• English:
  Fluent

• Strong experience and understanding of pre‑sales support processes is a plus
• Post‑sales Customer Success Management skills such as onboarding, driving NRR, NPS, and maintaining customer satisfaction
• Understanding of the systems and products that make up the IBM IT Automation ecosystem (i.e. Turbonomic, Instana, Concert, Cloudability)
• Formal sales training courses (i.e. Demo2
  
  Win, Solution Selling, Strategic Selling, Challenger Sale, Target Account Selling, Integrity Selling, etc.)
• Knowledge of Containerization and Kubernetes (i.e. Red Hat Open Shift)