Client Success Manager – Clinical Trials

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Your Role and Responsibilities
The Client Success Manager (CSM) is responsible for developing long-term relationships with a portfolio of assigned IBM Clinical Development clients and ensuring these SaaS customers are successful in utilization of the platform; resulting in customer satisfaction, retention, growth, and reference-ability.
Roles and Responsibilities:
Serving as the primary point of contact and escalation point, they will:
  • Have demonstrated product knowledge, domain expertise, oral and written communication, project management, client management, and time management skills.
  • Be a creative problem solver
  • Be effective in teaming with a broad range of colleagues across IBM.
  • Provide sales enablement support and promote ongoing business development opportunities
  • Manage client enhancement requests
  • Measure and ensure client satisfaction and adoption
  • Support client satisfaction, success, retention, and renewal
  • Manage the change in scope process from initiation to closure.

Additional functions include:
  • Serving as a mentor to less experienced members of the team
  • Taking ownership of projects outside of assigned account tasks
  • Act as an escalation point for unassigned accounts
  • Following through on identified revenue opportunities for unassigned accounts.
  • Apply subject matter expertise in a variety of ways related to marketing content, business development tools, and product improvement.
  • Other duties, as assigned.

Key Metrics
  • Consumption / Product Use
  • Revenue & Expansion
  • Client Satisfaction

Best Practices and Customer Health – monitor the health of assigned accounts and drive a set of actions to help ensure client usage growth.
  • Monitor customer usage, feature adoption, and overall health
  • Understand customer business strategy and business case, and drive alignment between customer objectives and IBM capabilities
  • Develop a “success plan”, a plan of action to help ensure customer success and consumption growth
  • Make proactive recommendations on leveraging IBM solutions by maintaining a high level of industry and product expertise to demonstrate the IBM Clinical Development value proposition.

Relationship Management – build and sustain relationships with stakeholders and decision makers in assigned accounts
  • Establish regular contact with key stakeholders and become a trusted advisor to assigned accounts
  • Communicate status at various levels inside client and at IBM
  • Monitor customer satisfaction and drive references
  • Act as an extension of the client organization within IBM for all activities and escalations, and coordinating all resources necessary to resolve issues and promote success.
  • Identify opportunities for paid services and solution expansion by acting as an advocate for IBM within the client organization.
  • Drive action plans around accounts that are at risk of non-renewal
  • Support business development as a consultative subject matter expert, identifying client business objectives, explaining best practices, documenting and demonstrating product capabilities and use cases.

Product Enhancements and Feedback - Educate clients on the offering strategy and roadmap
  • Ensure that assigned clients leverage new features as appropriate
  • Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes
  • Solicit client feedback on product features and capabilities
  • Provide input to Development and Product Management regarding offering strengths and weaknesses
If you are hired into a Colorado work location, the anticipated compensation range for this position $89,000 to $177,000 is based on a full-time schedule. Your ultimate compensation may vary depending on your job-related skills and experience. For part time roles, the compensation will be adjusted appropriately.
Required Technical and Professional Expertise
  • Personal interest in client service and client success; enjoy working with people, with natural and effective communication and relationship building skills.
  • Analytical skills; methodical and detail-oriented planner and problem-solver; ability to identify root causes.
  • Strong, influential written and verbal communication skills, with some technical writing experience.
  • Reliable, dependable, and ability to keep a consistent schedule.
  • Solid understanding of the clinical trial industry, clinical research, and/or healthcare background
  • Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously
  • Ability to successfully work with various departments and levels of any organization.
  • IBM Clinical Development or other database certification a plus.
  • Intermediate to advanced Microsoft Office skills.
  • Bachelor’s degree
  • 4+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role

Preferred Technical and Professional Expertise
  • 7+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role
  • Demonstrated track record of account management, account service and account growth

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Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:
  • 12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.
  • World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.
  • Well-being programs to support mental and physical health.
  • Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).
  • Select educational reimbursement opportunities.
  • Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.
  • Giving and volunteer programs to benefit charitable organizations and local communities.
  • Discounts on retail products, services, and experiences.

We consider qualified applicants with criminal histories, consistent with applicable law.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.