The Client Success Manager (CSM) 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 CSM 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 CSM is to maintain and expand the client relationship and ensure client goals are achieved. The CSM 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).
Your Role and Responsibilities
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. CSMs will develop and manage a wide range of clients across the entire Acoustic portfolio, and will need to be able to work with business partners and clients on ensuring customer success, retention and growth.
• Ownership of renewal, expansion, cross sell and upsell at existing client base, including proposal and quote creation and contract negotiations, and liaising with the business partners as appropriate.
Builds and sustains relationships with stakeholders and decision makers, including senior decision makers, in assigned accounts. Becomes a trusted advisor.
Works with the client to build a mutually agreed ‘Success Plan’ for the adoption and utilisation of the platform, with performance objectives and critical milestones
Conduct Executive Business Reviews to understand current deployment, business relationship and general issues. This should also provide an opportunity to demonstrate the wider value proposition and future roadmap.
Facilitate the involvement of wider resources (Support, Professional Service and Management), to ensure client success and meet account performance objectives / customers’ expectations
Work with clients to build advocacy, this to include public promotion and external media engagement wherever possible and co-ordinate with Marketing to generate relevant Press Releases, Webinars and Case Studies
Drive Business Development activities to ensure Clients are fully engaged, aware of the solution capability to maximise the relationship
Drives attendance to events and PR activities, driving positive client PR. Encourages participation in global and regional user events; leverages online and in-person customer events to share leading best practices.
Key Success Criteria
• Achieve and exceed contract extension rates for assigned accounts
• Develop pipeline and build a sustainable book of business at existing client base to achieve 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 (marketing) preferred 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 referencability 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
Preferred Technical and Professional Expertise
- Fluent English
- BA or equivalent preferably in Business, Communications, or technical field.
- A passion for customer service and relationship building. Desire to thrive in a fast-paced, constantly changing, results-driven work environment.
- 5+ yrs experience in customer service, consulting, marketing, and/or sales.
- Excellent written and verbal communication skills.
- A great Acoustic "fit" - customer and team-focused; delivery-oriented; high energy; and values honesty and integrity.
About Business Unit
This IBM role is for the exclusive support of the Acoustic Marketing product portfolio formerly known as the Watson Marketing portfolio, and part of the Watson Customer Engagement (WCE) business unit. The Acoustic products are part of the business divestiture announced in April 2019 between IBM and Centerbridge, which has closed in the US in July 2019 and is due to close in Asia Pacific in 1H 2020. Centerbridge has set up new legal entities in Asia Pacific for the divested business called Acoustic. In the transition period pending close in Asia Pacific, IBM employees in scope to transfer to Acoustic will work exclusively in support of the Acoustic business. At the close of the divestiture in Asia Pacific Acoustic will provide you with an offer of employment and you will cease to be an employee of IBM. You can find out more about Acoustic at https://acoustic.co
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