Introduction A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Your role and responsibilities Currently, we are looking for a Senior Customer Success Manager to join our team in the United Kingdom. Your daily responsibilities: Being representative towards our Customers and Service Delivery Collaborations with the Sales and Pre-Sales in regard to contract extensions and upsell opportunities Focusing on Customer satisfaction and loyalty as well as building close long-term relationship Controlling Service financials, forecasts & profitability Contractual obligations responsibilities Operational service governance (SLAs, KPIs, Financials, deviations, risks) Adherence to planning, reporting, escalation processes Proactively recognizing Customer's needs and using Nordcloud's resources to drive continuous improvements i.e., process updates, data quality, documentation maintenance, automation proposals, lessons Required technical and professional expertise Your key skills 4 years of professional experience in Customer Success Management or Service Delivery Management Strong awareness of technology - including public cloud End-to-end ownership, self-driven approach, and 'Get it done' attitude Managed services knowledge and ability to govern teams independently Customer centric way of thinking Legal and Commercial competence to handle contracts and financials Good comprehension of P&L and factors influencing the commercial success of a project/account High presentation skills (spoken and written) and ability to facilitate workshops Problem solving skills and ability to analyze data Fluent communication skills in English 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.