IBM Global Technology Services (GTS), Managed Hosting & Application Services, is looking for Project Executive - Customer Success Manager (CSM) to join our organization.This role ensures that customer needs are met and established partnerships between offices, customers, suppliers and subcontracting organizations and manages the implementation of these relationships to ensure positive end-user satisfaction. Consolidates customer satisfaction through the formulation, development, implementation and delivery of application solutions, business and technical and responds to customer requirements as specified in the contract Statement of Work (SOW). Candidate will work with the Office of projects and the delivery organization as the main point of contact to meet the needs, requirements and customer expectations related to the operations of the IBM team assigned. They are the leaders of accounts for equipment and direct service delivery teams to develop programs, projects, products and business strategies and to implement the resulting solutions in order to meet service delivery contract. Manages contract costs, planning and delivery of services or related products delivery organization. IBM manages and coordinates resources customer resources to deliver services and solutions that support the client organization. They are responsible for the quality of service provided by the delivery organization and are responsible for tracking and reporting of service performance. They must be specialized in project management methodologies, emerging technologies and technical solutions related to customer needs.Responsibilities:
Management of clients business and contracts within IBM Managed Hosting and Application Services.
Act as client advocate by ensuring we are delivering contracted services and driving additional value through our outsourcing offerings.
Support and plan around clients evolving software business needs.
Participate and act as IBM's lead point of contact for Managed Hosting and Application Services.
Drive client satisfaction and maintain reference of accounts.
Maintain and grow revenue through facilitation and participation in sales cycles that relate to renewals, up-sell, and cross-sell opportunities.
Manage profitability of assigned accounts.
Manage and develop client relationships.
Maximize use of internal IBM resources to deliver high quality services.
Ability to communicate clearly and concisely, both written and verbal.
Experience giving presentations to executive level audience.
Project management and/or consulting experience.
Ability to build, nurture, and maintain customer relationships.
Ability to handle escalations.
Microsoft Office applications (Word, Excel, and Powerpoint).
Experience with proposal writing and negotiation.