The newly formed IBM Watson Health is now looking for talented individuals destined to usher in the next era of healthcare. We live in a moment of remarkable change and opportunity. The convergence of data and technology is transforming healthcare and life sciences organizations today. New opportunities are being created that never existed before to meet the demands of this transformation inside IBM Watson Health Operations. Now is the time to join a dynamic team and help make a change.The Watson Health Client Success Manager is responsible for working closely with our clients to provide not only a quality solution but also a positive client experience. Working closely with the support, services and operations team the CSM is responsible to ensure client satisfaction. Driving proper planning and preparedness for all engagements as well as setting expectations of the value and deliverables. They help drive creation and adoption of best practices amongst the team and resolve service issues as they arise. This role will be responsible leading the entire solution ongoing delivery and relationship.The CSM will be responsible for understanding our Watson Health portfolio in detail and recommending changes to add, delete or enhance offerings and solutions. They require the ability to influence business decisions at C-level Executive. They need to work collaboratively across organizations, function, and brands to assist our clients in their adoption of Watson Health technologies.This role requires strong communicators who will be responsible for client management. Healthcare or life sciences experience is not necessary but is greatly preferred. They must have excellent capability to interact with practitioners and executives, and have experience driving collaboration with virtual and remote teams in a matrix organization to drive business results.Activities include; Customer Health – monitor the health of assigned accounts and drive a set of actions to help ensure client success Relationship Management –build and sustain relationships with stakeholders and decision makers in assigned accountsClient Retention and Growth – partnering with Sales, Services, and Consulting to help ensure retention and growth of assigned clients Product Enhancements and Feedback -- Prepare on a quarterly basis an offering discussion with clients achieving the following actions and feedback resultsEvents and Programs -- Encourage participation in global and regional user events; leverage online and in-person customer events to share leading best practicesActs as liaison / Trusted Advisor between customer, partners and WH teamMaintains and provides contact details of the customer and other stakeholders to be contacted in case of an incidentUnderstands Customer business use case, solution and any customization for the assigned customersHas good understanding of the customer usage of the solution and their maintenance schedulesProvide regular review of client issues (PMRs) and statusCreates Service and enhancements requested by the customerCoordinates with WH D&M steady-state and customers in scheduling Updates and Change RequestsCoordinates with customer in completing required tests post completion of Upgrade or Change RequestReviews RCAs and communicates RCA to customer and tracks actions to completionResponsible for alerting overall temperature of a customer situation to all stakeholdersFollow up with customer on all customer environment outages and update stakeholders for any unplanned outagesMaintain version tracking for solution software for assigned accountsMaintain renewal outlook for assigned customers likelihood to renew subscription and work closely with sales teamSeek and establish approved documented client referencesDevelop meaningful client value expectations for monthly measurements. (patient number increase since live over previous process, client revenue measurable difference in improved patient care)Position Responsibilities include: Develop and coordinate status updates on delivery activities and project close outProactively manage customer expectationsCoordination of all upgrades/changes in the environmentRegular status reviews and reportsDelivery of all compliance reporting/metricsEscalation point for any issuesDiscussion of product roadmaps and offerings with clientAnalysis and tracking of adoptionOnsite meetings with executives and regular communicationsEngage with key health/healthcare stakeholders (e.g., key opinion leaders, medical assoc., government, policy organizations, etc.) to inform and shape cognitive health marketplace and represent IBM Watson Health point of view.Create and deliver Readiness Plans; participate in support –related responsibilities to assist in critical situations; design solutions; and answer technical questionsCompliance in regulated industries such as HIPAA and FDA Work with client and find creative ways to advance their organization, adopt new technologies and embrace the Watson solutionsAbility to work and communicate with executives, management, and peersAbility to plan, communicate and collaborate technically with peers across organizations to achieve aggressive work goals
• Bachelor’s Degree in Computer Science, Engineering or other relevant field• Java programming experience• Strong written and verbal communication skills• Fluent in both spoken and written English• Ability to link customer requirement with product/technical solutions• Willingness/ability to adapt to new environments and changes and to learn quickly
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.