The newly formed IBM Watson Health is now looking for talented individuals destined to usher in the next era of healthcare. We live in a moment of remarkable change and opportunity. The convergence of data and technology is transforming healthcare and life sciences organizations today. New opportunities are being created that never existed before to meet the demands of this transformation inside IBM Watson Health Operations. Now is the time to join a dynamic team and help make a change.
The Watson Health Client Success Manager is responsible for working closely with our clients to provide not only a quality solution but also a positive client experience. Working closely with the support, services and operations team the CSM is responsible to ensure client satisfaction. Driving proper planning and preparedness for all engagements as well as setting expectations of the value and deliverables. They help drive creation and adoption of best practices amongst the team and resolve service issues as they arise. This role will be responsible leading the entire solution ongoing delivery and relationship.
The CSM will be responsible for understanding our Watson Health portfolio in detail and recommending changes to add, delete or enhance offerings and solutions. They require the ability to influence business decisions at C-level Executive. They need to work collaboratively across organizations, function, and brands to assist our clients in their adoption of Watson Health technologies. Acting as a focal point and ensuring One IBM.
This role requires strong communicators who will be responsible for client management. Healthcare or life sciences experience is not necessary but is greatly preferred. They must have excellent capability to interact with practitioners and executives, and have experience driving collaboration with virtual and remote teams in a matrix organization to drive business results.
Customer Health – monitor the health of assigned accounts and drive a set of actions to help ensure client success
Relationship Management –build and sustain relationships with stakeholders and decision makers in assigned accounts
Client Retention and Growth – partnering with Sales, Services, and Consulting to help ensure retention and growth of assigned clients
Product Enhancements and Feedback
Prepare on a quarterly basis an offering discussion with clients achieving the following actions and feedback results
Events and Programs
Encourage participation in global and regional user events; leverage online and in-person customer events to share leading best practices
Acts as liaison / Trusted Advisor between customer, partners and WH team
Seek and establish approved documented client references
Develop meaningful client value expectations for monthly measurements. (patient number increase since live over previous process, client revenue measurable difference in improved patient care)
Position Responsibilities include :
Regular status reviews and reports
Delivery of all compliance reporting/metrics
Analysis and tracking of adoption
Onsite meetings with executives and regular communications
Engage with key health/healthcare stakeholders to inform and shape cognitive health marketplace and represent IBM Watson Health point of view.
Compliance in regulated industries such as HIPAA and FDA
Work with client and find creative ways to advance their organization, adopt new technologies and embrace the Watson solutions
Ability to work and communicate with executives, management, and peers
Ability to plan, communicate and collaborate technically with peers across organizations to achieve aggressive work goals
Required Technical and Professional Expertise
BA or equivalent preferably in Business, Communications, or technical field
A passion for customer service and relationship building
Healthcare industry background preferably in Oncology or Pharma
Desire to thrive in a fast-paced, constantly changing, results-driven work environment.
5 years’ experience in customer service, consulting, marketing, and/or sales.
Experience commensurate with size and complexity of assigned client(s).
Excellent written and verbal communication skills.
Native in Korean
Preferred Tech and Prof Experience
Experience managing clients in healthcare environment
Experience in an Oncology environment
Experience working with C Suite
Fluent in English