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International Business Machines Corp. (IBM Corporation)

Customer Success Manager - MaaS360

International Business Machines Corp. (IBM Corporation) - Philadelphia, PA




Job Description

Job Description:

A role for an experienced SaaS seller with strong industry, technical and domain skills in the given solution segment. Manages a small set of large IBM SaaS clients with full accountability for Client Satisfaction (Health), adoption (Stickiness), and reducing churn.


Measurements are net recurring revenue growth, contract extension rates, overall customer satisfaction.


·Adoption – product best practices, Track usage metrics to help client with adoption, eg use more product features

·Best practices of existing solution (Demo product features, settings, etc.)

·Track client ROI for given SaaS Solution and compare to client expectations, ID potential satisfaction issues

·Track client health & provide Client Success Dashboard updates. Execute ‘Account Health Transformation Plans’.

·Identifies new Opportunities for Customer Expansion, discuss new product releases and features

·Provide visibility to client RFEs and their business case and context

·Loss Review with Customers – loss report and trending

·Facilitate client communications into IBM internal groups

·Identify client education needs (both formal and informal)

·Own engagement with Development, Dev Ops, Product, and Support escalations related to client

·Continuous focus support to NAM/CER regarding all Contract Extensions

·Measure and track client sat via NPS scores

·Drive References and Customer Case Studies

·Participates and contributes to QBRs

·Coordinate user events, drive speakers and set up round tables, CAB, CAC

Required Technical and Professional Expertise

At least 2-5 years experience in SaaS Technical Sales

Demonstrable Relationship Management skills

Readiness to travel 25% travel annually (maybe more)

English: Fluent

Preferred Tech and Prof Experience

At least 2 years Account Management experience in a B2B environment supporting clients with recurring revenue.

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.

19 days 6 hours ago

International Business Machines Corp. (IBM Corporation)


Customer Success Manager - MaaS360 International Business Machines Corp. (IBM Corporation) - Philadelphia, PA, United States


Location: Philadelphia, PA

Company Profile:
International Business Machines Corporation provides information technology (IT) products and services worldwide. The company’s Global Technology Services segment provides IT infrastructure and business process services, including outsourcing, process, integrated technology, cloud, and technology support. Its Global Business Services segment offers consulting solutions for strategy and transformation, application innovation, enterprise applications, and smarter analytics; and application management, maintenance, and support services. International Business Machines Corporation’s Software segment offers middleware and operating systems software, such as WebSphere software to integrate and manage business processes; and information management software for database and enterprise content management, information integration, data governance, data warehousing and analytics, business analytics and intelligence, and predictive analytics. This segment also provides Tivoli software for cloud and datacenter management, enterprise endpoint and mobile device management, asset and facilities management, storage management, and security systems; Rational software that supports software development; and Mobile Software for platform and application development, mobile security, and mobile device management. The company’s Systems and Technology segment provides computing power and storage solutions; and semiconductor technology, products, and packaging solutions. Its Global Financing segment provides lease and loan financing to end users; commercial financing to dealers and remarketers of IT products; and remanufacturing and remarketing services for equipment. The company was formerly known as Computing-Tabulating-Recording Co. and changed its name to International Business Machines Corporation in 1924. International Business Machines Corporation was founded in 1910 and is headquartered in Armonk, New York.