Introduction
As the Customer Service Contact Center GTM Lead, you will support IBM's consistent growth by bringing to the table your business development, sales, technical, account management, and delivery skills. Picture yourself working with a highly motivated, highly successful team with a proven sales record in IBM's top technologies. If you're ready to bring insights and experience in areas such as Customer Contact Center, Salesforce, ServiceNow, Generative AI and digital transformation, we are ready to offer you a best in class career development.
Your role and responsibilities
The IBM Consulting Federal Customer Practice Area is seeking to hire experienced consulting sales and delivery leaders to help drive client transformations in the age of cloud and GenerativeAI. This is a hands-on sales and delivery role with a targeted focus at our most valued US Federal clients. This individual will have in-depth Contact Center, business process and technical applications knowledge as well as the ability to lead discussions with client decision makers to clearly demonstrate how the Contact Center enables business transformation to drive business results. Responsibilities include providing advice & counsel to clients on best practices and architecture, oversight & accountability for delivery success, and achieving the highest level of client satisfaction.JOB RESPONSIBILITIES: * Lead and support pre-sales activities, assessments, and the delivery of transformational consulting solutions for our largest Federal clients
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Participate in account planning sessions with strategic partners and IBM Client Account Leads to drive pipeline growth
Collaborate internally with industry Lead Account Partners to establish client relationships and identify new and add-on opportunities
Provide delivery leadership for multiple complex engagements
Build and manage executive relationships
Lead executive whiteboard/strategy sessions discussion around sales, marketing, and customer care processes
Develop client value proposition across areas of customer experience, service, security, channels and marketing.
Act as a key contributor to the Federal Capture process, proposal development; the implementation strategy, approach, timelines, and costs
Contribute to the growth and eminence of the practice through thought leadership and practice development activities, including coaching and mentoring talent
Establish and maintain trusted relationships with clients and partners to scope, solution, propose, close, and deliver Contact Center engagements
Managing process, projects and personnel involved in the fulfillment and delivery of work products
Manage expectations and day to day interactions with clients and sponsors
This role requires strong communication skills and executive presence
This role can be hired anywhere in the Virginia, Maryland, or Washington DC area.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
Significant experience in sales and/or delivery in the Federal Sector
• Significant experience in Federal Contact Center Design, Delivery, Business Case creation and deep knowledge of technology platform providers to support the Customer Contact Center ecosystem
• Experience in the Federal Sales lifecycle, including account planning, capture, solution development, proposal development, and pricing
• Experience working with clients to deliver large transformational programs
• Evidence of working in a complex / matrixed environment
Preferred technical and professional experience
Certifications in Agile, Salesforce (Service Cloud), ServiceNow, Microsoft, Genesys, AWS or other call center technology is preferred
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
US Citizenship Required.