IBM Customer Relationship Manager - Resilient Systems in CAMBRIDGE, Massachusetts

Job Description

Resilient Systems, an IBM company

Customer Relationship Manager

Resilient Systems’ mission is to help organizations thrive in the face of any cyber attack or business crisis. Our award-winning Incident Response Platform (IRP) empowers security teams to analyze, respond to and mitigate incidents faster, smarter and more efficiently. Resilient is fast becoming the industry standard solution for incident response. The IRP integrates all other security technologies into a single hub and provides easy workflow customization and process automation. Armed with Resilient, security teams can have best-in-class response capabilities.

General Summary:

IBM Resilient is seeking a talented, results-oriented, energetic and highly motivated individual to join our Customer Success Team. The Customer Relationship Manager works closely with customers to understand their business requirements and strategic IRP initiatives. The CRM acts proactively to ensure the customer is receiving maximum value from the platform and contributes to the overall customer satisfaction by educating customers on new features and capabilities in the Resilient platform and ensuring that customers are integral to setting the future direction of the product. KPIs include:

  • Renewal rate

  • Customer satisfaction

  • Referenceable accounts

  • Add-on sales

Key Responsibilities:

Build and maintain strong relationships with new customers from the point of initiation

Manage customer expectations; provide focal point for business issues / questions / escalations

Provide updates/progress as necessary to Resilient management.

Provide consistent and accurate reporting, methodologies, and processes for all existing customers

Build and maintain a healthy relationship with members of Sales, Product Management, Engineering, Support/Services and engage as necessary to address customer matters

Track service level attainment as defined by the customer’s contract

Schedule and conduct Business Reviews, onsite visits or remote

Coordinate onboarding services in support of the customer’s software solution

Track ELA deployments and escalate at risk accounts to mitigate revenue reversal risk to the business.

Recommend new solutions in conjunction with customer strategic objectives

Accountable for renewal management


Rounded business skills with ability to understand customer business needs

Ability to problem solve for clients and internal needs

Excellent interpersonal skills with ability to communicate clearly and concisely

Possess strong written and verbal communication skills with presentation skills at the management level.

Love to help customers – Is passionate about helping solve real issues

General understanding of certificates, intrusion detection systems, log management, security compliance best practices and other security related domains.

Several years of customer-facing experience as well as application lifecycle management is preferred

Must be organized, have an eye for detail, and be able to put ideas into a tangible form

Ability to prioritize and manage work to critical project timelines in a fast-paced environment and to develop new approaches to complex problems

Required Technical and Professional Expertise

Bachelor’s Degree or equivalent in Computer Science or applicable work experience

25% travel may be required

English : Fluent

Preferred Tech and Prof Experience


EO Statement

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.