IBM IBM Security MaaS360 Client Success Manager in Raleigh, North Carolina

Job Description

The IBM Security MaaS360 Client Success Manager is an experienced SaaS seller with strong industry, technical and domain skills in the given solution segment. You will manage a small set of large IBM SaaS clients with full accountability for Client Satisfaction, adoption and reducing churn.

Responsibilities:

  • Adopt product best practices. Track usage metrics to help client with adoption

  • Best practices of existing solution; demo product features

  • Track client ROI for given SaaS Solution, compare to client expectations

  • Track and execute client account health transformation plans and provide Client Success updates

  • Identify new opportunities for Customer Expansion

  • Provide visibility to client RFEs and their business case and context

  • Loss Review with Customers – loss report and trending

  • Facilitate client communications into IBM internal groups

  • Identify client education needs (both formal and informal)

  • Own engagement with Development, Dev Ops, Product, and Support escalations related to client

  • Measure and track client satisfaction via NPS scores

  • Drive References and Customer Case Studies

  • Participate and contribute to quarterly business results

  • Coordinate user events, drive speakers and set up round tables

Required Technical and Professional Expertise

  • At least 3 years’ experience in SaaS Technical Sales

  • At least 1 year experience in Mobility, Security, Cloud related industry

  • At least 2 years’ experience in Relationship Management

Preferred Tech and Prof Experience

  • At least 3 years’ experience in Client Services

  • At least 2 years’ experience in Mobile device

  • At least 2 years’ experience in servicing and meeting client needs at an enterprise client level

EO Statement

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.