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Introduction

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into industry-leading solutions.

We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world’s leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

 

 

 

Votre rôle et vos responsabilités

In this role you will be responsible for leading the functional strategy for Digital CS and AI for the IBM Apptio Global Customer Success organization develop, manage, and deliver digital initiatives that drive value realization and adoption for all IBM Apptio customers, such as:

 

  • Creating and delivering educational content and campaigns to drive adoption of core product functionality and new releases.
  • Building rich persona-based enablement, in-app training, and in-app engagements via GainsightPX to mature use cases and drive customer stickiness.
  • Leveraging AI to increase product usage and adoption.
  • Enhancing and augmenting digital experiences for customers through engaging user training, automations, and webinars.
  • You will drive design and development of the digital customer journey, in consultation with leadership and teams across the company.
  • Cross-functionally align the digital experience across email, in-app, and one to many events for a cohesive customer experience.
  • Drive usage and adoption of digital and AI tools to support CS staff members in executing their jobs successfully and efficiently such as Gainsight CS AI features.
  • You will design, evaluate, and measure digital programs to impact internal targets (such as customer health, customer sentiment, and renewal rates) and for continuous improvement.
  • You will own the IBM Apptio Community engagement strategy, fostering customer-customer interactions, hosting meaningful content, and ensuring community remains a key tool for customer success and manage and develop a high-performing team of education digital specialists.

 

Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week, subject to business needs.

 

Formation requise
Licence
Formation préférée
Master
Expertise professionnelle et technique requise
  • A minimum of 5+ years of experience in Customer Success or Customer Enablement at a SaaS company.
  • Experience managing a high-performing Digital or Scaled Success team in an Enterprise SaaS environment.
  • Experience leveraging Gainsight product suite, or similar tools, to improve the customer experience.
  • Experience utilizing AI to expand impact and increase productivity.
  • Experience managing high-visibility projects to achieve results at scale.
  • A proven track record of developing and implementing digital, scaled customer success motions that measurably impacted user adoption and customer retention.
  • A data-oriented mindset, defaults to gathering and analyzing insights from data sets to guide decision-making processes, solicits cross-functional buy-in, and measure results.
  • A proven track record of collaborating across organizations (product, engineering, marketing, etc) to a cohesive strategy and results.

 

À propos de la Business Unit

IBM Software insuffle de l'intelligence dans les opérations métier de base, de l'apprentissage automatique à l'IA générative, afin d'aider les organisations à être plus réactives, plus productives et plus résilientes. IBM Software aide ses clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et du développement durable. La capacité d'utiliser toutes les données est essentielle à cet égard, car l'IA ne vaut que ce que valent les données qui l'alimentent. Dans la plupart des organisations, les données sont réparties entre plusieurs clouds, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM met à l'échelle et accélère l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour entraîner, régler et déployer l'IA dans l'ensemble de l'entreprise. La plateforme cloud hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'opérations dans les environnements hybrides : une base flexible pour exploiter les données, où qu'elles se trouvent, afin d'étendre l'IA au coeur de l'entreprise.

VOTRE VIE CHEZ IBM

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?

À propos d'IBM

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.

Autres détails pertinents sur le poste

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


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


This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

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.