Global Scale Customer Success Specialist

IBM

Remote

Introduction

At IBM Global Sales, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact.Success in Global Sales is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world-class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference.

Your Role And Responsibilities

Primary Responsibilities :

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.

Preferred Education

Master's Degree

Required Skillset

Required technical and professional expertise

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 Technical And Professional Experience

Preferred Skillset :

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.