Client Success Associate (Canberra)

Job Description
"IBM is a cognitive solutions and cloud platform company, and everything we do is now focused on that. Those are not two separate things. They are one coin with two different sides," said Ginni Rometty, Chairman of the Board of Directors, President and CEO of IBM.

Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyse and engage. As we tackle the world's biggest challenges, our company continues to grow and we are looking for talented people to be part of this transformation.

An opportunity exists for an enthusiastic IT or business graduate who is ready to progress their career, to join our Canberra based team to work closely with some of the major federal government agencies that partner with IBM and the IBM Client team. You'll work with talented commercial, technical and sales focussed. IBMers and have the opportunity to steer your career in a variety of directions.

The role will contribute to client success by supporting the execution and co-ordination of responsibilities in the agreement. You'll have lots of client contact as the primary contact for administrative or software licensing questions and be responsible for achieving resolution, contributing to the achievement of recommended practice in software asset management, and supporting the work of other members of the IBM Client team. You'll be responsible for co-ordinating the reporting schedule, gathering data from IBM sources for the agreed Governance metrics, preparing draft reports and tracking the planned and actual usage of agreement content .

The successful candidate will be required to collaborate across IBM applying creativity and judgment to develop new approaches and solutions.

This role is a sales role within IBM and the key skills and personal attributes we are seeking are:

Solution Selling: Demonstrate knowledge of IBM strategies, offerings, and technologies. Apply knowledge of information technology and leading edge solutions related to the client's business. A demonstrated ability to contribute to a team to support the development of complex IBM solutions and services to solve problems for our clients in the Public Sector. Apply an understanding of sales processes. Demonstrate an understanding of organizational requirements for resources, priorities, needs and policies, both IBM and clients.

Relationship Building: Apply emerging capabilities in business acumen, including an understanding of the client's business, industry, economic trends, issues and competition. Engage and build relationships at an appropriate management level, senior leaders, and with the functional teams within the client. Contribute to the development of executive relationships, and the planning of effective contract negotiations for multi-component solutions and ensure client satisfaction and commitment to IBM solutions at senior executive level.
Industry and Client Knowledge: An understanding of client's business needs and goals. Understand the framework within which the client operates and the underlying competitive strategies within the Public Sector. Provide inputs to the client's business strategy and plan, and is considered a virtual teammate by client due to their emerging understanding of Industry Solutions. Is sought out by the client for advice on business problems and opportunities and to understand how IBM can contribute to tactical and strategic developments within the client. Collaboration/Partnering: Strong collaborative skills in building alliances and partnerships with a core requirement to collaborate internally within IBM and with IBM partners to achieve client outcomes. A key focus on teamwork as a contributor to complex, multi-disciplined engagement teams responsible for the development of deliverables, such as client proposal and presentations. Problem Solving/Creativity: Anticipate future customer problems in industry and IT trends and develop realistic visions and strategies. Monitor and maintain an awareness of all key IBM/client activities, including the representation of client issues, needs and concerns throughout IBM. Anticipate and clearly defines problems, logically diagnoses causes, identifies solutions and creates action plans. Apply creativity and judgment in developing new approaches and solutions to minimise risk and impact to existing engagements. Leadership: Contribute to the establishment and management of 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. Apply emerging knowledge of industry trends, directions and goals as well as competitive strategies and offerings.

Contribution to IBM Business: Accountable for client and specific personal objectives, including revenue, profit, and client-related success measures (e.g. scorecard performance). Lead the development and implementation of account plans, including executive relationship strategy and coverage plans. Leverage IBM channels to proactively improve customer satisfaction and maximize IBM business outcomes.

REQUIRED Professional and Technical Expertise

  • 1-3 years IT solution sales experience, ideally with a Public Sector background.
  • Self-motivated, high-energy and driven person, highly effective in team settings
  • A highly collaborative and engaged style - internally and externally.
  • Strong advocate for the customer - drive change and solve issues quickly.
  • High Levels of Self Awareness and how your actions impact those around you.
  • Proven sales success and demonstrated performance against targets.


Required Technical and Professional Expertise

As above

Preferred Tech and Prof Experience

As above

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.


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