IBM Watson Health - Client Success Reference Program Coordinator in San Francisco, California
Working under the supervision of the Sr. Customer Success Manager, the Client Success Co-coordinator is responsible for the co-ordination of information and events aligned with client programs. The client programs include reference site programs, client summits, client marketing and/or product notice communication. This position will have interactions with customers in co-ordination of feedback aligned with client satisfaction of services or to facilitate reference visits with the Sales organization. The CS Program Coordinator may be assigned to specific customer programs as determined by the Sr. Client Success Manager.
Preferred Location : San Diego, CA; Chicago, IL; Milwaukee, WI ;Boston, MA
Essential Job Duties
Assigned specific tasks with clients designated as participants in our Show Site program
Maintain effective relationships with company personnel and customers.
Coordinate and fulfill requests for references to help Sales close business
Orchestrates successful site visits/calls/testimonials/media engagements
Provides monthly/quarterly metrics to measure reference progress vs. targets
Establishes a regular cadence with the reference clients:
Proactively check-in and assure their experience with Watson Health is positive
Understand business objectives – current and future
Communicate and deliver monthly and/or quarterly Merge Success Metrics
Owns action plans to address client satisfaction concerns. Facilitate meetings, calls, follow-ups and other communications with clients and management.
Administer financial aspects of the program internally and with customers. Prepare and deliver monthly executive summary of reference services and credits.
Drive Customer Success Outcomes
Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices
Organize KLAS events and participate as an active member to facilitate communication between WHI and KLAS.
Analyze outcomes and facilitate the bringing together of action plans by all required
Maintain and augment internal information databases related to the customer reference program
Maintain and update customer profiles to support a consolidated view of their goals and where our organization and solution fits into that plan
Develop key points of interest in customer profile (e.g., usage, satisfaction, etc.)
Learn from best practices within IBM-WHI and in industry
Measure and communicate customer satisfaction to organization
Coordinate information and review with regular cadence to other parts of the organization (via standardized tools such as Salesforce.com, etc.)
Prepare and lead discussions on NPS
Prepare and deliver a monthly Executive summary on the Reference Program
Collaborate with other teams
Align with Marketing on marketing events to existing clients
Align with Offering Management on programs to address detractors
Align with Sales to appropriately engage the reference customer
Align with Client Success teams to execute on key reference programs
Required Technical and Professional Expertise
3-5+ years of experience interacting with customer-facing organizations in Healthcare
Organized and have experience working with teams in a matrix environment (internally and at a customer level) to achieve objectives
Clear verbal and written communication and strong presentation skills
Interpersonal skills and ability to build trust
Empathy for customers
Preferred Tech and Prof Experience
Enthusiastic and creative analyst with the ability to engage customers and ability to interpret statistics and convert into recommended action plans
Ideally project management experience
Demonstrated desire for continuous learning and improvement
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.