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
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
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.