The Client Executive is responsible for the total customer relationship with one strategic or several large, complex accounts. Is proficient at planning and executing an effective relationship strategy and maintains effective long-term business relationships at the senior level with key decision makers and influencers. Is the integrator of IBM before the customer. Identifies and prioritizes IBM opportunities and develops solutions strategies. Plans and facilitates and/or conducts complex negotiations reaching lasting agreements and commitments. Responsible for developing an effective account plan, including ibm.com at http://ibm.com/ activity. Responsible for revenue, wallet share, and customer satisfaction on assigned accounts.
Assumes additional responsibilities as assigned.
The following are the primary roles/responsibilities of the Client Executive:
Manages the total customer relationship; integrator of IBM
Maintains senior executive relationships
Leads account planning and opportunity identification
Plans and facilitates and/or conducts complex negotiations for assigned accounts
Responsible for planning of ibm.com at http://ibm.com/ activity for assigned accounts
Drives growth in assigned accounts
Opportunity prioritization and overall account plan for assigned accounts
Responsible for revenue, wallet share, and customer satisfaction on assigned accounts
Applies expert understanding of sales processes, including the IBM Client Value Method.
Applies a mastery of business acumen, including an understanding of public sector business process, industry, economic trends, issues and competition.
Demonstrates a deep understanding of organizational resources, priorities, needs and policies, both IBM and clients.
Demonstrates comprehensive knowledge of IBM strategies, offerings, and technologies. Applies knowledge of information technology and leading edge solutions related to the client’s business.
Demonstrates effective use of channels.
Masters the required proficiency levels of the Relationship Discipline skills for this position.
Alberta Public Sector experience is an asset, but not required.
Demonstrates expertise in relationship skills which promote and enable a deep understanding the customers’ strategies, business goals and objectives.
Mentors and provides guidance to others in the development of their strategies and plans.
Plans and facilitates and/or conducts complex negotiations reaching lasting agreements and commitments.
Anticipates customer problems and develops realistic visions and strategies.
Anticipates and clearly defines problems, logically diagnoses causes, identifies solutions and creates action plans.
Applies creativity and judgment in developing new approaches and solutions.
Normal/flexible office conditions, frequently exposed to demands of travel and irregular work hours.
Responsible for managing the total customer relationship for assigned Public Sector accounts. Qualifies and manages IBM opportunities, including both large and complex ones. Guides the development of the solution and support strategy based on an in-depth understanding of the client’s business, industry trends and directions, their competitors, their relative position in the industry and IBM capabilities in the client environment. Works with the client’s executive team to position long-term strategic issues and solutions.
A recognized leader and expert both inside and outside the geography. Performs at expert level with little/no management direction. Responsible for large and complex projects; decides on priorities following general business unit directives.
Has clear vision of customer and IBM strategies and develops accordingly a long-term business relationship with the client, providing total solutions to the client’s business needs.
Major influencer of client’s information system strategy and plan. Provides inputs to the client’s business strategy and plan, and is often considered a virtual teammate by client. Considered key thought leader by client’s senior management team. Is sought out by client for advice on business problems and opportunities and to understand how IBM can become a strategic partner to the client.
Establishes and manages effective business relationships at both the functional and executive levels referencing successful business engagements, understanding and articulating what value IBM can bring to the relationship and creating new ideas to expand the business partnership. Considered peer manager and contributor within client’s executive team. Leads multifunctional teams. Participates in industry and business related organizations, societies, conferences and other client related activities to maintain professional credibility and leadership. Leads by example and demonstrates the highest level of teamwork and professional qualities.
Impact on Business/Scope:
Is the leader of one or more strategic, large, complex accounts. Responsible for revenue, wallet share, and customer satisfaction on assigned account. Responsible for strategy development and execution. Leads the development and implementation of the account plan(s), including executive relationship strategy and coverage plans. Leverages channels to maintain and improve customer satisfaction and maximize revenue. Utilizes the SET/MET process and is proactive in improving customer satisfaction. Monitors and maintains an awareness of all key IBM/client activities, including the representation of client issues, needs and concerns throughout IBM. Consistently delivers solutions which are highly valued by the client and IBM and are considered high impact, complex and strategic by both.
Required Technical and Professional Expertise
Demonstrated experience in technology
Ability to develop & maintain relationship with C level executives & accounts
Experience working in delivering innovative technology solutions or large enterprise
Understanding of emerging industry and technology trends
Knowledge of IBM’s offering, software, hardware & services
Ability to orchestrate within the IBM matrix & show leadership with clients
Availability to travel
Preferred Tech and Prof Experience
Consultative sales, account management & leadership experience
Strong business acumen, engaging & service driven individual
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.