Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!
Your Role and Responsibilities
The IBM Cognitive Applications team is seeking an enthusiastic client advocate to join our client success team as we deliver the next generation Open Marketplace platform. If you want to work on the next big thing, and appreciate cutting edge technologies and high performing teams, then this is the right next step in advancing your career.
As a Customer Success Manager, you will be responsible for developing customer relationships that promote retention and loyalty. Your job is not only to work closely with customers to ensure they are satisfied with the services they received, but also to improve upon areas of dissatisfaction. You will be working with our most strategic clients where operational excellence is expected at all times. Having technical support experiences would be a great skill for this role.
Your Role and Responsibilities
In this role, you will have the opportunity to work directly with our key accounts. Responsibilities include, but are not limited to:
Ensuring customer experience with Open Marketplace from onboard, discover, try, buy, deploy, to expand and renew is as smooth and pleasant as possible.
Updating and documenting all activities for new and existing accounts into systems in an accurate and timely manner to track activities for future references.
Host quarterly business review meetings to facilitate customer feedback and actions with selected ISV/Partners.
Notifying process problems and challenges to sales and marketing departments and maintaining brand relationships with sales and marketing teams and clients effectively.
Understand Open Marketplace platform inside and out. Provide technical support to customers or to provide training facilitation as needed. You may even help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans.
Required Technical and Professional Expertise
At least 3 years of experience in client facing role with a focus on technical support
Familiar with various client relationship management tools and best practices
Superior written and verbal English communication skills.
Solid foundation in the principles of cloud native DevOps, business models (e.g. subscription) and software architecture.
Preferred Technical and Professional Expertise
Formal training or experience in computer technologies
Experience in using data analytics to guide relationship management
Problem solving, interpersonal, and independent time management skills to handle high-pressure, complex situations effectively
Demonstrated communication skills, and the ability to work directly with clients/customers
Experience in Social brand management or Social communications
About Business Unit
At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM's unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.
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.
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.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
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.