29 days old

Acoustic Client Success Director

London, England EC1A 4
  • Job Code
    271542BR

Introduction
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 Europe in 1H 2020. Centerbridge has set up new legal entities in Europe for the divested business called Acoustic. In the transition period pending close in Europe, IBM employees in scope to transfer to Acoustic will work exclusively in support of the Acoustic business. At the close of the divestiture in Europe, the IBM employee in this role will transfer automatically under law to Acoustic and will cease to be an IBM employee. You can find out more about Acoustic at https://acoustic.co

We are opening several new roles for a new Client Success Director (CSD ). The successful candidate should be a self-starter , influencer and innovator. Accountable for the overall client relationship, client success and client satisfaction. Our CSDs will develop and manage a wide range of clients across the entire Acoustic portfolio. With a background in Marketing software and solutions, professionals need to be keen to promote, nurture and assist our client's in their success. You will serve as the primary Acoustic contact driving the health, retention, and growth of our Acoustic clients. You will be required to consistently assess the health of your customers, build plans and drive a set of actions to help ensure client success across the entire engagement life cycle of your clients.You will use your keen analytical eye to consistently review your clients metrics and data to define peaks, trends and suggested progressive enhancements to make your customer engagement a trusted and renewable one.

Your objective as our newest CSD will be to maintain and expand the client relationship and ensure client goals are achieved. 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
YOU need to have a background in Marketing software

Primary Responsibilities will cover
Developing client strategies in accordance with overall Acoustic strategy
Build and sustain relationships with stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted adviser throughout the client base.
Work with clients to build a mutually agreed upon Success Plan with performance objectives and critical milestones
Conduct Executive Business Reviews to understand current adoption and deployment, business relationship and general issues and leverage them to better position Acoustics portfolio for cross sell and upsell.
Facilitate the involvement of the broader Acoustic family including Support, Offering Management, Product Development, Services, Marketing and Solution Engineering to ensure client success and meet account performance objectives / customers expectations
Work with clients to create a referencable account base and build advocacy, including public promotion and external media engagement and co-ordinate with Marketing to generate relevant Press Releases, Webinars and Case Studies
Ownership of expansion, cross sell and upsell at existing client base. Drive business development activities to ensure Clients are fully engaged, aware of the solution capability and continually active with Acoustic to maximise their investment.
Drive attendance to Acoustic events and PR activities and build positive client PR for Acoustic. Encourages participation in global and regional user events; leverages online and in-person customer events to share leading best practices.
Key Success Criteria
Exceed historical Renewal and Client Satisfaction Ratings
Develop pipeline and build a sustainable book of business at existing client base to achieve YTY growth
Improve customer benefit realisation through their investment in Acoustic and maintain high customer satisfaction ratings measured through NPS
Drive Customer References, Press Releases, Webinars & Case Study Generation

In addition candidates will be experienced in the following

Experience in driving a full sales life cycle 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 maximise their investment across the entire Acoustic portfolio. Demonstrated success in retention of existing clients to minimise both short, and long-term churn.

Experienced in the solution domain (marketing) and the requirements of SaaS. Drive customer satisfaction and success via comprehensive understanding of the clients business Key Performance Indicators (KPIs) and the internal and external processes needed to facilitate achievement of those KPIs.

Become a trusted adviser 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 organisation. Serve as escalation.
.
Negotiation skills required to align client and Acoustic interests on business and/or technical issues with moderate to high complexity;


Required Technical and Professional Expertise
Respected Sales professional with experience in driving a full sales life cycle from pipeline development, to progression to close, target and quota.

Experienced in the solution domain (marketing) and understanding the requirements of SaaS in this domain.( Will be KEY )

Experience as a Business Developer/ Account and or Relationship Manager / influencer within solution domain (marketing)

Consistently capable of driving customer satisfaction and success outcomes via comprehensive understanding of the clients business, renewal expectation and suggested enhancements.

Key Performance Indicators (KPIs) and the internal and external processes needed to facilitate achievement of those KPIs.

Experience of being a trusted advisor to our clients and involved and proactive team player.

Exceptional Negotiation skills

Fluent in English , written and oral (as well another European language such as Italian French or Spanish will be considered advantageous )


Preferred Technical and Professional Expertise
In addition professionals will be able to :

Educate clients on the offering strategy, roadmap and provide advice on how to best leverage the offering based on understanding of client needs.
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 Acoustics domain expertise online in publications, blogs, etc.

Demonstrate Acoustics commitment to customer success .Understand clients business , develop a success plan . Drive customer referencability as goals are achieved.
Facilitates 2-way communication to address customer needs.


About Business Unit
We have a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The companys Global Markets organization is a strategic sales business unit that manages IBMs 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.


Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.


About IBM
We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. We believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

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 Europe in 1H 2020. Centerbridge has set up new legal entities in Europe for the divested business called Acoustic. In the transition period pending close in Europe, IBM employees in scope to transfer to Acoustic will work exclusively in support of the Acoustic business. At the close of the divestiture in Europe, the IBM employee in this role will transfer automatically under law to Acoustic and will cease to be an IBM employee. You can find out more about Acoustic at https://acoustic.co


Location Statement
Please Note : This role relates to 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 divestiture agreement announced in April 2019 between IBM and Centerbridge, which has closed in the US in July and is due to close in Europe in 1H 2020. Centerbridge set up a new company for the divested business called Acoustic. In the transition period pending close in 2020 (Europe, AP, GCG, JAPAN, LA - depending on the region) , IBM employees in scope to transfer to Acoustic work exclusively in support of the Acoustic business. At Close of the divestiture in H1 2020, the employee in this role will transfer to Acoustic and leave the employment of IBM. You can find out more about Acoustic at acoustic.com


Being You @ IBM
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Categories

Industry

  • Computers Software and Hardware
Posted: 2019-12-27 Expires: 2020-01-26

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Acoustic Client Success Director

IBM
London, England EC1A 4

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