IBM Trusteer Client Service Manager in JOHANNESBURG, South Africa

Job Description

Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. In Africa, we’ve been changing the way the continent does business for more than 50 years, and as our company continues to grow, we’re looking for talented professionals to join us in this new era.

Join us and be part of a diverse and global team of thinkers and doers, and make an impact.

A role for an experienced SaaS technical seller with strong industry, technical and domain skills in the given

solution segment. Manages a small set of large IBM SaaS clients with full accountability for

Client Satisfaction (Health), adoption (Stickiness), and reducing churn.


Measurements are net recurring revenue growth, contract extension rates, overall customer satisfaction.


Adoption – product best practices, Track usage metrics to help client with adoption, eg use more product features

Best practices of existing solution (Demo product features, settings, etc.)

Track client ROI for given SaaS Solution and compare to client expectations, ID potential satisfaction issues

Track client health & provide Client Success Dashboard updates. Execute ‘Account Health Transformation Plans’.

Identifies new Opportunities for Customer Expansion, discuss new product releases and features

Provide visibility to client RFEs and their business case and context

Loss Review with Customers – loss report and trending

Facilitate client communications into IBM internal groups

Identify client education needs (both formal and informal)

Own engagement with Development, Dev Ops, Product, and Support escalations related to client

Continuous focus support to NAM/CER regarding all Contract Extensions

Measure and track client sat via NPS scores

Drive References and Customer Case Studies

Participates and contributes to QBRs

Coordinate user events, drive speakers and set up round tables, CAB, CAC

Required Technical and Professional Expertise

At least 2-5 years experience in SaaS Technical Sales

Demonstrable Relationship Management skills

Readiness to travel 25% travel annually (maybe more)

English: Fluent

Preferred Tech and Prof Experience

5years +experience in SAAS sales

EO Statement

Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.