IBM Customer Engagement - Enablement Lead in OTTAWA, Ontario

Job Description

The candidate will be a member of the Customer Engagement and Success team that is responsible for providing a 360 degree view of customers, engaging and connecting customers with the lab, proactively managing escalations, and developing customer communications.

The candidate is expected to be collaborative and a great communicator in order to work with the different parts of the organization, executives and customers. The ideal candidate is both a strong problem solver and a self-starter, and a wild duck at heart - not afraid to think outside the box, push on differing ideas.

Responsibilities may include:

  • Reaching out to prospects, new customers and driving license activations

  • Assisting customers with onboarding and building relationships

  • Helping to address customer information needs and facilitating a better, faster, more effective customer experience

  • Guiding customers to self-serve tools to get help, training, downloads, fixes, etc.

  • Helping to drive strong customer references and use cases

  • Identifying customer challenges and working with cross-functional team members to deliver a better customer experience

  • Monitoring usage, adoption and contract renewals

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Required Technical and Professional Expertise

  • 3+ years of relevant work experience in a customer facing role

  • Passion for providing an exceptional customer experience

  • Examples of influencing growth and continuous improvement in previous roles

  • Experience with Cognos Analytics, Planning Analytics or another Business Intelligence product

Preferred Tech and Prof Experience

N/A

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.