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SaaS Solution CSM

IBM

2 - 3 years Saudi Arabia - Saudi Arabia

Any Nationality


, Posted on May 3, 2018 1 Opening

Job Description

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The role for an experienced SaaS technical 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:
Measurements are net recurring revenue growth, contract extension rates, overall customer satisfaction.
Responsibilities:
• 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


Industry Type : IT - Software Services
Functional Area : IT Software

Keywords

SAT Business case Churn Customer satisfaction Client satisfaction Transformation Escalations Technical Education Support

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IBM

IBM is a global technology and innovation company headquartered in Armonk, NY. It is the largest technology and consulting employer in the world, with more than 375,000 employees serving clients in 170 countries. Just completing its 22nd year of patent leadership, IBM Research has defined the future of information technology with more than 3,000 researchers in 12 labs located across six continents. Scientists from IBM Research have produced six Nobel Laureates, 10 U.S. National Medals of Technology, five U.S. National Medals of Science, six Turing Awards, 19 inductees in the National Academy of Sciences and 20 inductees into the U.S. National Inventors Hall of Fame. Today, IBM is much more than a “hardware, software, services” company. IBM is now emerging as a cognitive solutions and cloud platform company. Our work and our people can be found in all sorts of interesting places. IBMers are helping transform healthcare, improving the retail shopping experience, rerouting traffic jams and even designing the next generation fan experience in sports stadiums around the world. It's the kind of thing we've been doing for more than 100 years.
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