Global Scale Customer Success Specialist
IBM · Posted Oct 5
Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services
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About the role
IBM Global Sales brings together innovation, collaboration, and expertise to help clients solve complex business challenges across industries and geographies, co-creating digital transformation solutions with clients and partners. This Global Scale Customer Success Specialist role owns the success of SMB and longtail customers using Confluent products, working remotely from India. The role focuses on customer health, consumption, renewal and retention forecasting, risk and churn prevention, and identifying expansion and upsell opportunities in close partnership with sales and internal stakeholders.
What you will do
- Own the ultimate success of our SMB customers in your territory,ensuring they realise the full value of the Confluent Products.
- Accountable to maintaining customer health, driving consumption,forecasting and retention of the account base
- Maintain positive customer relationships through timely consumption check-ins with the customers, by sharing detailed customer usage metrics
- Leverage the insights gained from customer interactions to accurately forecast renewals, upsells or downgrades
- Own the renewal process, collaborate with internal stakeholders for timely execution of renewals, ensuring high retention rates
- Drive consumption through thorough understanding of use case and offering value added services tailored to customer needs
- Proactively identify risks, collaborate with internal stakeholders to come up with remediation plans and churn prevention
- Identify new selling opportunities by unlocking new usecases through effective Discovery and architecture deep-dive
- Work closely with the sales teams throughout the process - expansion , up-sell, risks and additional service/support opportunities within accounts.
- Coordinate the engagement of other Confluent resources (e.g.Customer Operations, Solutions Engineers, Deal Desk etc.) to ensure ongoing customer success.
- Promote the use of Confluent features and technology,communicating ROI throughout the customer lifecycle to stakeholders of all levels
- Maintain relationships with key users and decision makers at assigned customers, keeping them connected to value being added by our products.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
Skills used in this role
What the employer is looking for
- You have a minimum of 3-5+ years of experience in a Customer Success capacity with a track record of increasing customer satisfaction,adoption, forecasting and retention.
- Comfortable working with SMB, Longtail accounts.
- Contract negotiation experience with the ability to provide timely recommendations and drive decisions for mutually beneficial outcomes.
- You are data-driven in your decisions and assume full ownership and accountability for your work.
- Aptitude to pick up technology and become proficient in mapping customer’s business goals to Confluent’s features and functionality
- Strong customer-centric mindset.
- Awareness of customer journey framework, with the ability to prescribe ideal outcomes and guide customers along the path.
- Salesforce and Tableau user fluency.
- You'll have the ability to articulate, educate and advise the business value to businesses of all sizes
Preferred qualifications
- You have prior experience of working with large set of customers ensuring timely outreaches to enhance customer experience
- You have prior experience with data streaming or cloud software technologies
- You are a great and thoughtful communicator and listener
- Ability to conduct effective Discovery sessions and unlock new opportunities
- You are a team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources.
- Open, growth mindset and high degree of self-accountbility fostered in a fast-paced, high-growth, dynamic environment.
- Experience in driving results and overachieving targets on a Sales Incentive plan.
Benefits and support
- Compensation and benefits are detailed in the job posting
About IBM
International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.
- Industry
- Information Technology
- Company size
- 260,000+ employees
- Founded
- June 16, 1911
- Location
- Armonk, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $3.5B raised
- ·Post Ipo Debt$150M
Leadership
Chairman, President and Chief Executive Officer
Senior Vice President and Chief Financial Officer
Senior Vice President, Software and Chief Commercial Officer
Senior Vice President, IBM Consulting
Senior Vice President, Marketing and Communications
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