IBM Watson Health - Director, Client Support - Truven Health in Raleigh, North Carolina

IBM Watson Health VBC Offering Management is looking for an experienced Customer Support and Training professional to join the MarketScan Database and Tools team. The individual will play a key role in the success of existing and newly launched offerings to our Life Science customers. The candidate will lead all aspects of support and training including defining the support workflow, developing training material and delivering in-person training. This individual will work closely with Offering Management and Sales and grow into a recognized IBM subject matter expert over time. Essential Responsibilities:

  • Refine existing support infrastructure

  • Manage client escalations through resolution. Engage internal colleagues and SMEs as needed

  • Develop training material that enables clients to take full advantage of our offerings

  • Deliver training sessions in-person and remotely

  • Influence offering roadmap by bringing customer stories/challenges to the team

  • Build strong relationships with clients and become their trusted partner

  • Excellent communication skills with the ability to communicate with individuals at all levels within the organization and external clients

  • Strong critical thinking, questioning, and listening skills; superior attention to detail

  • Time management skills and ability to manage multiple concurrent escalations

  • Ability to mentor and train internal and external stakeholders

  • 5+ years of support or training experience – ideally in the healthcare domain

  • 5+ years of experience developing and delivering training

  • 5+ years of ability to research/investigate real-world data sets (e.g. claims and EMR) with one of more tools like SQL, SAS, R, Python, etc.

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.