At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.
**Your Role and Responsibilities**
Acoustic in support of IBM is looking for a Client Success Director to join our growing organization. This role will support our Southeast Region and will Ideally reside in this area.
The Client Success Director (CSD) serves as the primary Acoustic contact after an agreement has been signed. This position has a key role in driving the health, retention, and growth of Acoustic clients. The CSD monitors the health of assigned accounts and drives a set of actions to help ensure client success across the entire engagement lifecycle.
The objective of CSD is to maintain and expand the client relationship and ensure client goals are achieved. The CSD is responsible for ensuring the satisfaction and growth of all clients – measured by the Renewal Rate, expansion/cross sell/up sell, number of positive client success stories (press releases, case studies and references) and client benefit realization including NPS (Net promoter Score).
The successful candidate should be a self-starter and an innovator, they will be accountable for the overall client relationship and responsible for client satisfaction. CSDs will develop customer references and focus on driving additional revenue through expansion, cross sell and upsell within their named accounts across the entire Acoustic portfolio.
+ Develop account strategies in accordance with overall Acoustic strategy
+ Build and sustain relationships with stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout the client base.
+ Work with clients to build a mutually agreed upon ‘Success Plan’ with performance objectives and critical milestones
+ Conduct Executive Business Reviews to understand current adoption and deployment, business relationship and general issues and leverage them to better position Acoustic’s portfolio for cross sell and upsell.
+ Facilitate the involvement of the broader Acoustic family including Support, Offering Management, Product Development, Services, Marketing and Solution Engineering to ensure client success and meet account performance objectives / customers’ expectations
+ Work with clients to create a referenceable account base and build advocacy, including public promotion and external media engagement and co-ordinate with Marketing to generate relevant Press Releases, Webinars and Case Studies
+ Ownership of expansion, cross sell and upsell at existing client base. Drive business development activities to ensure Clients are fully engaged, aware of the solution capability and continually active with Acoustic to maximise their investment.
+ Drive attendance to Acoustic events and PR activities and build positive client PR for Acoustic. Encourages participation in global and regional user events; leverages online and in-person customer events to share leading best practices.
**Key Success Criteria**
+ Exceed historical Renewal Rates for North America
+ Develop pipeline and build a sustainable book of business at existing client base to schieve YTY growth
+ Improve customer benefit realization through their investment in Acoustic and maintain high customer satisfaction ratings measured through NPS
+ Drive Customer References, Press Releases, Webinars & Case Study Generation
Experience in driving a full sales lifecycle from pipeline development, to progression to close. Ability to cross sell additional solutions based on existing Acoustic footprint. Deep experience in selling SaaS based products with emphasis on how clients can maximize their investment across the entire Acoustic portfolio. Demonstrated success in retention of existing clients to minimize both short and long term churn.
Experienced in the solution domain and the requirements of SaaS. Drive customer satisfaction and success via comprehensive understanding of the client’s business Key Performance Indicators (KPIs) and the internal and external processes needed to facilitate achievement of those KPIs.
Become a trusted advisor to our clients. Establishes regular communication cadence with internal and external key stakeholders including the C-suite. Effectively manage expectations around service delivery, delivers statuses at executive levels, and coach personnel delivering status at lower levels in the organization. Serve as escalation point for client and facilitates resolution. Coordinate activities throughout client lifecycle including ongoing education, services, and operational delivery objectives.
Requires excellent oral and written communication skills. Has some program/project management skills and can perform basic project management tasks if required.
Negotiation skills required to align client and Acoustic interests on business and/or technical issues with moderate to high complexity; and to drive action across multiple Acoustic teams as necessary to achieve agreed upon client objectives.
Educate clients on the offering strategy and roadmap and provide advice on how to best leverage the offering based on understanding of client needs. Solicit client feedback on solution and provides input to Services, Support, Development and Offering Management to drive solutions forward and align with marketplace and customer requirements. Inform clients of changes to procedures, processes, and products that might impact their business. Drive save action plans around at-risk accounts.
Recognizes business and technical problems of moderate to high complexity and themes across clients that require Acoustic solutions.
Drive attendance at events and PR activities, driving positive client PR for Acoustic. Deliver executive participants to Customer Advisory Board and C-level studies. Contribute to and reviews submissions for knowledge bases, white papers, webinars to share best practices with all clients. Represent Acoustic’s domain expertise online in publications, blogs, etc. Identifies growth opportunities in the client base and coordinates closure with sales.
Demonstrate Acoustic’s commitment to customer success by understanding client’s business and developing a success plan and driving customer reference-ability as goals are achieved. Understand customers’ business strategy and business case for Acoustic offerings and helps drive alignment between customer objectives and Acoustic capabilities. Monitor customer usage, feature adoption, and overall health. Tracks and reports progress. Facilitates 2-way communication to address customer needs.
**Required Technical and Professional Expertise**
+ BA or equivalent preferably in Business, Communications, or technical field.
+ 5 years experience in customer service, consulting, marketing, and/or sales. Experience commensurate with size and complexity of assigned client(s).
+ Excellent written and verbal communication skills.
+ Readiness to travel 25% travel annually
**Preferred Technical and Professional Expertise**
+ A passion for customer service and relationship building.
+ Desire to thrive in a fast-paced, constantly changing, results-driven work environment.
+ 10 years experience in customer service, consulting, marketing, and/or sales. Experience commensurate with size and complexity of assigned client(s).
+ A great Acoustic “fit” – customer and team-focused; delivery-oriented; high energy; and values honesty and integrity.
**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**
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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.
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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.