Introduction
At IBM Global Sales, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact.Success in Global Sales is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world-class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference.
Your Role And Responsibilities
The Strategic Customer Success Manager (SCSM) will play a key role in driving customer success, retention, and expansion within our Enterprise accounts. SCSMs provide thought leadership and actionable recommendations to ensure customers take full advantage of the Confluent Portfolio and product capabilities.
What You Will Do
- Meet/exceed quarterly retention targets by proactively engaging with account teams across the portfolio and ensuring renewal activities are completed along with the sales team.
- Identifying new use cases, building high level project plans, and helping manage those projects to successfully go live and produce consumption.
- Proactively Identify areas of account risk and escalate internally to engage and garner pertinent resources across disciplines to document and execute a get-well plan for prompt resolution.
- Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts.
- Advocate for your customers and facilitate the engagement of other Confluent resources (e.g. Customer Operations, Customer Success, Sales, Sales Engineering, etc.) to ensure ongoing customer success.
- Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Confluentâs solutions.
- Drive cross functional programs and services across the existing account base that will grow usage, adoption, satisfaction, customer health, and likelihood to recommend Confluent.
- Meet and exceed touchpoint goals for existing customers to ensure proactive cadence (e.g. consistent communication, Quarterly Business Reviews, etc).
- Deliver onsite presentations including Onboarding Guide, Quarterly Business Reviews, Roadmap Sessions, Consumption Reporting, etc. to an Executive audience to drive business value realization and alignment.
- Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products through routine reports, presentations and outreach.
- Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Confluent.
- Work across the organization as the customers champion to advocate for their needs and ensure company alignment in support of existing account base.
- Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals.
- Increase customer executive engagement and help arrange for executive invites to headquarters, marketing, and customer engagement events.
Required Technical And Professional Expertise
- 8+ years B2B experience in customer success, account management, sales or consulting roles with proven results within global, high-growth, technology companies.
- SaaS sales/support model experience with focus on Product-led and Consumption-based sales model.
- Demonstrative track record of building executive level relationships internally and externally and producing key artifacts to aid in communications.
- Advanced written and verbal communication skills and proven facilitation capabilities.
- Project management understanding and experience desired; familiarity with project management tools, such as Asana.
- Tableau, Salesforce and other reporting/customer experience tools and experiences are preferred/valued.
