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

• Coordinate with key IBM stakeholders to design, build, launch and measure the programs necessary to drive adoption, expansion and retention of IBM Cloud customers
• Monitor and drive customer usage, feature adoption, and overall health
• Understand customer business strategies and business cases, and drive alignment between customer objectives and IBM capabilities
• Develop, deliver and track programs, a plan of action to help ensure customer success and consumption growth
• Make proactive recommendations on leveraging IBM solutions
• Create and deliver enablement content for Customer Success Managers (CSM)
• Create collateral and assets used by CSM, sales and partners to drive customer outcomes
• Build and sustain relationships with stakeholders and decision makers
• Communicate status at executive levels inside client and at IBM
• Monitor customer satisfaction and drive references
• Serve as an escalation outlet and ensure critical client issues are addressed by the appropriate IBM teams
• Identify opportunities for paid services and solution expansion
• Product Enhancements and Feedback
• Educate clients on the offering strategy and roadmap
• Ensure clients leverage new features as appropriate
• Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes
• Solicit client feedback on product features and capabilities
• Provide input to Development and Product Management regarding offering strengths and weaknesses
• Events and Programs
• Drive attendance and speaker participation in regional and global user events
• Drive customer participation in Marketing webinars and lead gen programs
• Contribute to knowledge bases, white papers, webinars and other programs for capturing and sharing best practices with all clients and CSM
• Represent IBM’s domain expertise online – in IBM and industry communities, web publications, blogs, etc.

Technical and Professional Expertise

• A passion for customer service and relationship building.
• Desire to thrive in a fast-paced, constantly changing, results-driven work environment.
• Excellent written and verbal communication skills.
• Technical Aptitude to understand and explain the IBM WCP portfolio.
• Customer and team-focused; delivery-oriented; high energy; and values honesty and integrity.

Preferred locations: Austin, TX, Houston, TX, Dallas, TX, Raleigh, NC, New York, New York, Boston, MA or Tampa, FL

Required Technical and Professional Expertise

• Cloud offering knowledge
• Program Management experience
• Experience working with clients
• Experience with Microsoft Office Suite
• BS degree or previous experience in a similar role
• Design, implement, and facilitate skills & technology enablements for CSMs & Partners
• Implement feedback loop processes based on offering gaps as identified by CSMs and IBM Cloud customers

Preferred Technical and Professional Expertise

• Current Cloud experience
• Proficient in MS Excel & Power Point
• Knowledge of IBM Cloud BU and Product

IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

This job requires you to provide your COVID-19 vaccination status with supporting documentation, where legally permissible.

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?

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 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

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.

We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.