IBM Client Success Manager (CSM) in MELBOURNE, Argentina
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This position is responsible for ensuring that clients achieve their business goals for our offerings, resulting in customer satisfaction, retention, growth, and referencability. This position has a key role in driving the health, retention, and growth of IBM software clients. Monitors the health of assigned accounts and drives a set of actions to help ensure client success.
Works with client to develop a "success plan", a plan of action to help ensure customer success and ROI. Makes proactive technical and/or business recommendations on leveraging IBM solutions. Builds and sustains relationships with stakeholders and decision makers, including senior decision makers, in assigned accounts. Becomes a trusted advisor to accounts. Partners with Sales and Services to help ensure retention and growth of assigned clients. Educates clients on the product offering strategy and roadmaps.
Solicits client feedback on product features and capabilities. Drives attendance at events and PR activities, driving positive client PR for IBM. Encourages participation in global and regional user events; leverages online and in-person customer events to share leading best practices.
Assumes additional responsibilities as assigned.
Experienced in driving customer satisfaction and success via comprehensive understanding of the client’s business Key Performance Indicators (KPIs) and the internal and external processes needed to facilitate achievement of those KPIs.
Becomes a trusted advisor to accounts. Establishes regular communication cadence with internal and external key stakeholders. Effectively manages expectations around service delivery, delivers statuses at executive levels, and coaches personnel delivering status at lower levels in the organization. Serves as escalation point for client and facilitates resolution. Coordinates activities throughout client life-cycle including ongoing education, services, and operational delivery objectives.
Requires excellent oral and written communication skills.
Has some program/project management skills and is able to perform basic project management tasks if required.
Negotiation skills required to align client and IBM interests on business and/or technical issues with moderate to high complexity; and to drive action across multiple IBM teams as necessary to achieve agreed upon client objectives.
Educates clients on the offering strategy and roadmap, and provides advice on how to best leverage the offering based on understanding of client needs. Solicits client feedback on solution and provides input to Services, Support, Development and Product Management to drive solutions forward and align with marketplace and customer requirements. Informs clients of changes to procedures, processes, and products that might impact their business. Drives save action plans around at-risk accounts.
Recognises business and technical problems of moderate to high complexity and themes across clients that require IBM solutions.
Demonstrates strong creative problem solving skills via application of creativity and judgment to resolving technical and business problems.
Drives attendance at events and PR activities, driving positive client PR for IBM. Delivers executive participants to Customer Advisory Board and C-level studies. Contributes to and reviews submissions for knowledge bases, white papers, webinars to share best practices with all clients. Represents IBM’s domain expertise online in publications, blogs, etc.
Identifies growth opportunities in the client base and coordinates closure with sales.
Demonstrates IBM’s commitment to customer success by understanding client’s business and developing a success plan and driving customer referencability as goals are achieved. Contributes to “playbooks”of recommended activities for clients. Understands and contributes to the mission and vision of the Client Success function. Makes proactive technical and/or business recommendations on leveraging IBM solutions.
Understands customers’business strategy and business case for IBM offerings and helps drive alignment between customer objectives and IBM capabilities.
Monitors customer usage, feature adoption, and overall health. Tracks and reports progress. Facilitates 2-way communication to address customer needs.
Impact on Business/Scope:
Accountable for usage and feature adoption, renewal and upsell rate, client satisfaction, and referencability/Net Promoter Score. Applies to one or more medium to large accounts and/or a population of smaller accounts.
Activities impact customer satisfaction and revenue for personally assigned accounts. Individual has responsibility for achievement of metrics in personally assigned accounts.
Regularly participates in overall functional program planning.
Requires excellent offering domain skills; relationship and issue management skills; effective in teaming with broad range of colleagues across IBM.
Required Technical and Professional Expertise
Preferred Tech and Prof Experience
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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.