Digital Client Success Manager (Digital CSM)

    • Singapore

Introduction
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
A Digital Client Success Manager (CSM) is dedicated to helping IBM clients adopt and accelerate their consumption of the IBM Cloud. The Digital CSM effectively manages their related efforts via inbound/outbound channels, targeting unassigned clients and performing outreaches to establish a relationship and help the client consume and expand IBM Cloud. Throughout each client engagement, you will discuss their utilization of the Cloud Platform; resulting in customer satisfaction, retention and growth.

Key Responsibilities:

  • Serve as the primary point of contact and escalation point for the client.
  • Be a creative problem solver for the client.
  • Be effective in teaming with a broad range of colleagues across IBM.
  • Provide sales enablement support and promote ongoing business development opportunities.
  • Manage client enhancement requests.
  • Ensure client satisfaction, success and retention.

Key Metrics
  • Consumption/Product Use
  • Expansion revenue
  • Churn
  • Client Satisfaction


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Additional language (both written and verbal) such as Mandarin, Japanese, or any other language is a plus to support various clients.

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Required Technical and Professional Expertise
  • BA/BS or equivalent preferably in Business, Communications, or technical field or 2 years-experience in customer service, consulting, marketing, sales and/or account management.
  • Technical aptitude to understand and be able to explain the IBM Cloud Platform portfolio to a client.
  • A passion for customer service and relationship building.
  • Ability to multi-task and desire to thrive in a fast-paced, constantly changing, results-driven work environment.
  • Excellent written and verbal communication skills.
  • A great IBM "fit" -customer and team-focused; delivery-oriented; high energy; and values honesty and integrity.


Preferred Technical and Professional Expertise
  • This role involves covering the Japan market; hence, Japanese language competency is plus.


About Business Unit
Digital Sales is a specialized sales organization with a purpose-built infrastructure consisting of Global Digital Sales Centers in Atlanta GA, Chicago IL, Dallas TX, and Littleton MA. Digital Sales teams engage with clients of all sizes and markets to grow their businesses by solving strategic and tactical business problems with IBM's proven cognitive and cloud technology solutions.

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.

About IBM
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.

Location Statement
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.


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