Strategic Customer Success Manager - Confluent
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.
- 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.
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
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.