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IBM Customer Success Manager - Business Analytics in LITTLETON, Massachusetts

Introduction

Customer Success Managers blend technical expertise with account growth and management, serving as advisors to clients, IBM sales teams and/or IBM Business Partners. You understand the client's business requirements, technical requirements and/or competitive landscape. You to apply your business insights, build and maintain client relationships, incorporate hardware, software and services into client-valued solutions and ensure client readiness for the implementation of technical solutions. This is an opportunity to shape the future for both IBM and its clients. Start your journey now!

Your Role and Responsibilities

Customer Success Managers (CSM) in IBM Cloud & Cognitive Software ensure that SaaS customers can successfully onboard and use their defined Solution/Usage scenario, resulting in customer adoption, satisfaction, retention and growth. You will achieve consumption targets for assigned clients by ensuring onboarding is completed and productive use milestones are met. Our Business Analytics team is currently hiring for this role in our Littleton, MA office.

Our Team

Customers need easy onboarding and guidance to first productive use, and that's where the Customer Success team can be invaluable for overall improved customer experience with IBM. CSMs engage with the customer and various IBM teams throughout the customer's lifecycle. Improving customer's experiences, Customer Success is achieving new and recurring client adoption, expansion and renewals by driving attitude and behavior loyalty.

Who You Are

You have excellent domain, issue management and time management skills. You take pride in solving problems creatively, and are very effective in teaming with a broad range of colleagues across the organization. Your ability to build and sustain relationships with stakeholders and decision makers in assigned accounts is the nucleus of your approach. Proactive in nature, you are capable of conceptualizing customer roadmaps and driving action plans around accounts that are at risk of non-renewal. You thrive in a fast-paced, constantly changing, results-driven work environment; and employ your understanding of customer business strategy and business case to drive alignment between customer objectives and your team's offerings and capabilities.

Sound interesting? Here's more....

What You'll Do

To succeed in this role, the ideal candidate will achieve their deliverables execution in these core areas...

*Key Metrics...

  • Adoption/Consumption

  • Growth/Expansion

  • NPS

*Best Practices and Customer Health...

  • Monitor the health of assigned accounts and drive a set of actions to help ensure client usage growth.

  • Monitor customer usage, feature adoption, and overall health

  • Develop a “success plan”, a plan of action to help ensure customer success and consumption growth

  • Make proactive recommendations on leveraging IBM solutions

*Relationship Management...

  • Conduct Quarterly Business Reviews with Client

  • Establish regular contact with key stakeholders and become a trusted advisor to assigned accounts

  • Communicate status at executive levels inside client and at IBM

  • Monitor customer satisfaction and drive references

  • Serve as an escalation outlet and ensure critical client issues are addressed by the appropriate IBM teams

  • Work with Sales and Services to understand client expectations and to successfully transition into the client success model

  • Identify opportunities for paid services and solution expansion

*Product Enhancements and Feedback...

  • Ensure that assigned clients leverage new features as appropriate

  • Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes

  • Solicit client feedback on product features and capabilities

  • Provide input to Development and Product Management regarding offering strengths and weaknesses

*Events and Programs...

  • Encourage participation in global and regional user events; leverage online and in-person customer events to share leading best practices

  • Drive attendance and speaker participation in regional and global user events

  • Leverage executive relationships to drive participation in our Customer Advisory Boards and ‘CXO’ studies

  • Drive customer participation in Marketing webinars and lead gen programs

  • Contribute to knowledge bases, white papers, webinars and other programs for capturing and sharing best practices with all clients

  • Represent IBM’s domain expertise online – in IBM and industry communities, web publications, blogs, etc.

We come to work thrilled knowing it will never be the same day twice. This variety enables us to be innovative convergent thinkers who juggle competing requirements with agility. Today’s operating environment demands a stack that’s responsive to the innovative enterprise – one that can leverage all data types & access the latest technologies. Data is being generated and consumed by businesses at astronomical rates. The ability for businesses to turn their data into understandable insights is key to making better decisions, faster. And, we’re hiring....JOIN US.

Keywords

#BI #statisticalanalysis #cognos @IBMCloud #bizdev #cuserv #predictive #analytics #algorithms #XaaS #modelling @caffeinate_adam #IBMToday #planninganalytics #SaaS #accountmanagement #bigdata #ml #ai #appliedmath #datascience

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Required Professional and Technical Expertise

In addition to strong written and verbal communication skills, you'll need...

  • 4+ years' prior knowledge and experience working with Cognos Analytics and Planning Analytics products

  • A passion for customer service

  • Strong relationship building skills

Preferred Professional and Technical Expertise

  • 5+ years' experience in a client facing role

  • A great IBM "fit" - customer and team-focused; delivery-oriented; high energy; and values honesty and integrity

  • Expertise with other BI vendor products

About Business Unit

Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

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.

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