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 About the Role:
Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.
We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.
A career within our collaborative organisation will present you with unique and endless possibilities and challenges; you will play a key role in driving Customer Success, Renewals and Subscription expansion within our SMB accounts. You will be a trusted advisor to our customers where you help them to fully utilise the Confluent Products.
What You Will Do:
- Own the ultimate success of our SMB customers in your territory, ensuring they realise the full value of the Confluent Products..
- Accountable to maintaining customer health, driving consumption, forecasting and retention of the account base
- Maintain positive customer relationships through timely consumption check-ins with the customers, by sharing detailed customer usage metrics
- Leverage the insights gained from customer interactions to accurately forecast renewals, upsells or downgrades
- Own the renewal process, collaborate with internal stakeholders for timely execution of renewals, ensuring high retention rates
- Drive consumption through thorough understanding of use case and offering value added services tailored to customer needs
- Proactively identify risks, collaborate with internal stakeholders to come up with remediation plans and churn prevention
- Identify new selling opportunities by unlocking new usecases through effective Discovery and architecture deep-dive
- Work closely with the sales teams throughout the process - expansion, up-sell, risks and additional service/support opportunities withinaccounts.
- Coordinate the engagement of other Confluent resources (e.g.Customer Operations, Solutions Engineers, Deal Desk etc.) to ensureongoing customer success.
- Promote the use of Confluent features and technology, communicating ROI throughout the customer lifecycle to stakeholdersof all levels
- Maintain relationships with key users and decision makers at assignedcustomers, keeping them connected to value being added by our products.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- You have a minimum of 3-5+ years of experience in a Customer Success capacity with a track record of increasing customer satisfaction, adoption, forecasting and retention.
- Comfortable working with SMB, Longtail accounts.
- Contract negotiation experience with the ability to provide timely recommendations and drive decisions for mutually beneficial outcomes.
- You are data-driven in your decisions and assume full ownership and accountability for your work.
- Aptitude to pick up technology and become proficient in mapping customer’s business goals to Confluent’s features and functionality
- You have prior experience with data streaming or cloud software technologies
- You are a great and thoughtful communicator and listener
- Ability to conduct effective Discovery sessions and unlock new opportunities
- You are a team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources.
- Open, growth mindset and high degree of self-accountbility fostered in a fast-paced, high-growth, dynamic environment.
- Strong customer-centric mindset. Awareness of customer journey framework, with the ability to prescribe ideal outcomes and guide customers along the path.
- Salesforce and Tableau user fluency.
- You'll have the ability to articulate, educate and advise the business value to businesses of all sizes
- You have prior experience of working with large set of customers ensuring timely outreaches to enhance customer experience
ABOUT BUSINESS UNIT
IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.