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Director Client Success, Watson & Cloud Platform

  • Country:US
  • State:MULTIPLE
  • City:MULTIPLE CITIES
  • Category:Other
  • Required Education:
  • Position Type:Executive
  • Employment Type:Full-Time
  • Contract Type:Regular
  • Req ID:141784BR
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Job Description
Watson & Cloud Platform is the fastest growing business at IBM and strategically the most critical for IBM to be Cloud and Cognitive. The Customer Support Team serves as the front line support organization within IBM Watson & Cloud Platform. As IBM grows its customer base globally it is critical to enhance the existing knowledge management systems. By doing this, IBM will better support its client’s self - services for the Watson & Cloud Platform portfolio. These best in class self- serve capabilities will enable mass scale customer responses and fuel growth for the business.

The Director of Client Success is responsible for a world-wide team of technical support professionals operating in a 24x7 environment. This leader is responsible for driving overall client self-service and making the first impression that clients have with IBM Watson & Cloud support being self-sufficient 80% of the time. The focus will be on creating a knowledge platform that can be leveraged to provide IBMs clients with the content needed to answer their questions. The Director will liaise with IBM Research on automation tooling focusing on digital and self-help. This leader will also collaborate with technical teams across W&CP and the Hybrid Cloud SaaS portfolio to ensure the content can be created for chat bots, webpages and other ways through which to distribute knowledge to customers.

Key success metrics are call avoidance and customer self-sufficiency.


#ESDR


Required Technical and Professional Expertise

  • Technical Support Management for Software and SaaS
  • Client Facing Communication
  • Escalation Management
  • Executive Communication
  • Troubleshooting Experience


Preferred Tech and Prof Experience



Preferred Education: Commissionable:
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