IBM Security is seeking a Client Success Manager (CSM) who will be in charge of ensuring the stickiness and adoption of Trusteer Web Fraud Solutions for a blend of both existing IBM Trusteer customers and new target customer accounts. For existing customers, this includes successful deployments, solution adoption, renewals, and growing the existing footprint. For new accounts, the focus is on pre-sales technical knowledge, presentations, POCs, RFI/RFP’s and overall solution architecture. The role works primarily with the local sales team to execute strategy and set priorities for each account. Typical coverage is 4-6 accounts and may have a mix of new and existing accounts or just existing accounts to manage. Long term growth and profitability depend upon the insight that provides a constant feedback loop and continuous improvement at every stage of the customer journey. To do this, the CSM must build trusted relationships through consistent presence, performance and communication. This helps ensure customer adoption of IBM Security Trusteer solutions, limits customer churn and drives continuous value into accounts to minimize customer defection and grow the product base within the customer. The CSM must possess strong technical skills and in-depth security background, especially with SaaS solutions. Banking and financial industry experience is a plus. The CSM must also have project management and account management skills, along with a passion for customer success.Required responsibilities
Support sales team on prospect conference calls, virtual meetings and onsite visits by providing product demonstrations, responding to technical questions, and explaining features in the context of solving customer’s business problems.
Provide project ownership and management to achieve business results (software deployment, renewals, stream revenue) for accounts assigned
Lead technical response to RFPs and RFIs by writing clear responses to commonly asked questions and gathering answers from other internal Trusteer technical experts.
Leverage an expert level understanding of product functionality and the security space to be able to manage technical escalations as well as common questions from the customers project team
Day to day management of multiple deployment projects including setting up calls, assigning resources, tracking ownership and completion of tasks
Develop and manage resources across multiple divisions both within the customer and the IBM Trusteer team. Leverage those relationships to drive tasks to completion and avoid technical inhibitors to solution deployment
Proactively monitor and promote deployment of purchased software products to maximize deployment against targets and eliminate software reversals
Provide weekly updates to project and executive level contacts within the customer account and IBM.
Maintaining customer satisfaction and loyalty by ensuring exceptional service and delivery of value to the customer
Maintain account information including contacts, status, account plan and activities in CRM.
Acting as the primary point of contact for operational activities, upcoming events and plans (Release/Features/Maintenance)
Understand how IBM’s offerings compare, contrast, and integrate with the customer’s existing software investment from IBM, business partners, and the competition
Drive the development of implementation plans for clients which speed time to value
Drive client references for successful software deployments
5+ years of technical hands-on experience with application security/endpoint security in a project management or technical implementation role.
Strong understanding of web applications and architecture including Networking (TCP/IP, SSL, HTTP, browser technology, etc) as well as operating system fundamentals.
Good understanding of Cloud infrastructure, Load Balancers, Proxy devices and their operations.
Good understanding of Cyber-Security landscape.
Good understanding of development technologies such as Java, Java scripts, API’s, XML, Data bases and shell scripting.