Job description

A Cloud Services Account Manager is the primary point of contact for an account in its entirety, and is ultimately responsible for the overall customer experience. The Cloud Services Account Manager will work directly with IBM’s industry and enterprise sellers throughout the sales process.
A successful Cloud Services Account Manager maintains account relationships and engages in a consultative sales process by understanding customer needs, and matching those needs with the appropriate SL solutions to grow account revenue.

Responsibilities Include

•Establish and grow relationships with key decision-makers, and influencers within customer base
•Maintain consistent communications with existing customers regularly in order to ensure customer satisfaction, and primarily in a manner preferred by the customer.
oIt is required to meet with contacts in person in addition to correspondence via telephone, email, internal tickets, and/or online chat.
•Deliver the SoftLayer corporate overview and presentations
•Successfully position the benefits of Cloud Services porftolio and SoftLayer’s unique platform
•Engage customer base in dialogues related to infrastructure growth, including their planned and potential needs
•Coordinate efforts between various IBM teams in a collaborative manner to help achieve an optimal customer experience
•Collaborate with the sales team and solution engineers to design customer-tailored solutions.
•Participate in sales meetings and training sessions
•Gather and provide information to both customer contacts as well other sales team members.
oHelp increase awareness of new and existing products and services.
•Illustrate how the application of additional SL products / services can be strategically utilized and implemented to meet their current and future requirements
•Participate in the development of new service ideas and sales strategies as needed
•Provide documentation for options/ strategies that are adopted into the customer’s solution vs. those that are not
oInclude further documentation for the reasons why that lead to their decision.
•Prepare sales quotes, negotiate offers, and process sales orders
•Assist sales support teams with ensuring successful deployment and utilization of infrastructure
•Ensure resolution on any/all outstanding issues and opportunities – see to the end
•Identify structural risks in existing customer infrastructure, mitigating potential issues with product and services-based solutions
•Monitor for any and all tickets on the account and escalate appropriately.
•Provide immediate follow-up with customer after any difficult issues arise, ensuring customer satisfaction with outcome
•Coordinate internal SL resources as needed for more in depth explanation or assistance from varying departments.
•Provide information to other IBM resources associated with the account when requested.
•Prevent negative customer churn and cancellation with proactive engagement in support and billing-related issues
Required

Master's Degree
At least 5 years experience in Sales Cloud
English: Fluent

Cloud Services Sales Position at IBM