北京招聘

Introduction


At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you!







Your Role and Responsibilities


The Client Success Manager (CSM) is responsible for developing long-term relationships with a portfolio of assigned IBM Clinical Development clients and ensuring these SaaS customers are successful in utilization of the platform; resulting in customer satisfaction, retention, growth, and reference-ability.





Serving as the primary point of contact and escalation point, they will:

？ Have demonstrated product knowledge, domain expertise, oral and written communication, project management, client management, and time management skills.

？ Be a creative problem solver

？ Be effective in teaming with a broad range of colleagues across IBM.

？ Provide sales enablement support and promote ongoing business development opportunities

？ Manage client enhancement requests

？ Measure and ensure client satisfaction and adoption

？ Support client satisfaction, success, retention, and renewal

？ Manage the change in scope process from initiation to closure



Additional functions include:

？ Serving as a mentor to less experienced members of the team

？ Taking ownership of projects outside of assigned account tasks

？ Act as an escalation point for unassigned accounts

？ Following through on identified revenue opportunities for unassigned accounts

？ Apply subject matter expertise in a variety of ways related to marketing content, business development tools, and product improvement

？ Other duties, as assigned



Key Metrics

？ Consumption / Product Use

？ Expansion

？ Churn

？ Client Satisfaction



Best Practices and Customer Health – monitor the health of assigned accounts and drive a set of actions to help ensure client usage growth.

？ Monitor customer usage, feature adoption, and overall health

？ Understand customer business strategy and business case, and drive alignment between customer objectives and IBM capabilities

？ Develop a “success plan”, a plan of action to help ensure customer success and consumption growth

？ Make proactive recommendations on leveraging IBM solutions by maintaining a high level of industry and product expertise to demonstrate the IBM Clinical



Development value proposition.

Relationship Management – build and sustain relationships with stakeholders and decision makers in assigned accounts

？ Establish regular contact with key stakeholders and become a trusted advisor to assigned accounts

？ Communicate status at various levels inside client and at IBM

？ Monitor customer satisfaction and drive references

？ Act as an extension of the client organization within IBM for all activities and escalations and coordinating all resources necessary to resolve issues and promote success.

？ Work with Sales and Services to understand client expectations and to successfully transition into the client success model

？ Identify opportunities for paid services and solution expansion by acting as an advocate for IBM within the client organization.

？ Drive action plans around accounts that are at risk of non-renewal

？ Support business development as a consultative subject matter expert, identifying client business objectives, explaining best practices, documenting and demonstrating product capabilities and use cases.

？ Endorse customer support acting as a point of escalation.



Product Enhancements and Feedback: Educate clients on the offering strategy and roadmap



？ Ensure that assigned clients leverage new features as appropriate

？ Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes

？ Solicit client feedback on product features and capabilities

？ Provide input to Development and Product Management regarding offering strengths and weaknesses



This job will led to team management at mid-term.




Work Location : BJ or SH
















Required Technical and Professional Expertise


Personal interest in giving clients a satisfying and successful experience; enjoy working with people, with natural and effective communication and relationship building skills

？ Demonstrated ability to aggressively solve problems and champion client success



？ Analytical skills, methodical and detail-oriented planner and problem-solver; ability to identify root causes



？ Strong, influential written and verbal communication skills, with some technical writing experience.

？ Reliable, dependable, and ability to keep a consistent schedule

？ Solid understanding of the clinical trial industry, clinical research, and/or healthcare background

？ Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously

？ Entrepreneurial attitude, taking great pride in bringing positive change to an organization

？ Ability to successfully work with various departments and levels of any organization











Preferred Technical and Professional Expertise


Technical Skills:



？ IBM Clinical Development or other database certification a plus

？ Intermediate to advanced Microsoft Office skills

？ Understanding of Chinese regulations regarding clinical trial data











About Business Unit


IBM Watson Health is pioneering a new partnership between humanity and technology with the goal of transforming global health and revolutionizing many aspects of the medical and pharmaceutical industries, as well as government sectors. We aspire to improve lives and give hope by delivering innovation to address the world’s most pressing health challenges through data and artificial intelligence insights.







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IBM（国际商业机器公司），创立于1911年，是全球 IT 产业一家百年企业, 也是全球规模最 大的科技公司之一，业务遍及170多个国家和地区。IBM 转型成为一家认知解决方案和云平台公司，持续借助创新科技、行业专长、诚信助力商业和社会发展。2018年全年总营收达796亿美元。每年在研发领域的投资超过60亿美元。