Mainframe Customer Success Expert
We thrive on innovation and community impact in our inclusive, culturally diverse team environment. Our organization prioritizes work-life balance, celebrates achievements, and inspires daily growth.
Our mission is to help organizations achieve Autonomous Digital Enterprise status by embracing opportunities ahead through effective customer success strategies.
As a Technical Customer Success Specialist, you will ensure the Mainframe customer base achieves successful outcomes by aligning cutting-edge solutions with business goals, driving adoption, retention, and growth while serving as a trusted advisor at all levels.
* Ensure customers maximize value from their investment, drive adoption, and identify new growth opportunities.
* Collaborate with Sales and account teams to execute customer success strategies and drive business results.
* Mentor and foster strong partnerships between customers, internal teams, and partners to deliver exceptional experiences.
* Partner with customers to design Business Roadmaps and support transformational initiatives that drive business outcomes.
* Develop a deep understanding of customer business challenges to map solutions delivering measurable outcomes.
* Help establish governance, change management, and Centers of Excellence programs to drive long-term success.
* Identify and mitigate risks to customer success through proactive measures.
* Advocate for customers internally while influencing product and service evolution to meet their needs.
* Contribute thought leadership and best practices around business transformation to drive organizational growth.
* Support renewal processes to ensure ongoing success and minimize attrition.
* 5+ years of experience with z/OS systems or major subsystems, especially DB2.
* Hands-on experience with Mainframe monitoring tools and ability to analyze data.
* Strong written and verbal communication skills in English.
* Proven customer engagement experience, including C-level interactions and relationship-building.
* Excellent organizational, time management, and multitasking abilities to handle complex tasks.
* Problem-solving, analytical, and executive facilitation skills to drive business outcomes.
* Track record managing complex, enterprise-level accounts with high success rates.
* BS degree in Computer Systems or related technical field (or equivalent experience in systems/software programming).
Requirements: Strong communication skills in German, 5+ years of Mainframe experience, proven customer engagement experience, excellent problem-solving skills, and track record managing complex accounts.
Key Skills: Technical customer success, Mainframe monitoring tools, z/OS systems, DB2, customer engagement, problem-solving, project management, and strategic thinking.