Security Customer Success Account Manager - Trusteer

Job ID SWG-0607872 Job type Full-time Regular Work country USA Position type Professional Work city Boston,MA Posted 07-Oct-2013 Travel 25% travel annually Job area Sales Business group IBM Software Group Job category Sales Business unit Software Group Job role Inside Territory Sales Representative Job role skillset General Commissionable/Sales-Incentive jobs only Yes

Job description

Trusteer, an IBM company, is the global leader in endpoint cybercrime prevention. Trusteer products stop the root cause of data breaches and fraud losses: the compromise of employee and customer endpoints by advanced malware and phishing attacks. As a Customer Success Manager (CSM), you will proactively reach out to the customer base to keep them informed of new features, releases and updates in addition to gathering and maintaining data on the customer base. You will also provide guidance on deploying and maintaining the Trusteer platform. The Customer Success team drives the successful deployment of the Trusteer platform by building a strong relationship and ensuring exceptional service for our customers. Key Responsibilities -Establish and maintain an adviser level relationship with the customer base primarily by telephone or electronically with quarterly in person meetings -Maintain customer records by updating account information. Contact information, deployment status, action items, etc -Work with the customer team to drive adoption of the Trusteer platform through marketing and awareness campaigns -Answering of basic technical issues within the Trusteer platform -Recommends potential products or services to management by collecting customer information and analyzing customer needs -Direct requests and unresolved issues to the designated resources -Gather data on customer deployment metrics within each customer including platforms in use, other fraud solutions, number of users using the system, etc -Tracking and communication of trends within the customer base -Record details of inquiries, comments and complaints as well as details of actions taken -Develop ideas and solutions that drive deployment of the Trusteer platform at the customer -Coordinates activities with Account Managers, Services, Product Management and Technical Support to ensure the customer needs are met to ensure a successful deployment -Gather renewal related information and hand off recommendations for customer renewal contracts to the sales team -Maintain and expand working knowledge of current IBM products Key Attributes: -Customer relationship skills, organizational skills, and attention to detail -Comfortable working with a wide variety of business and technical contacts -Ability to complete multiple tasks concurrently and deliver results under pressure -Excellent written and verbal communication skills -High level problem analysis and resolution

Required At least 3 years experience in a customer relationship role At least 2 years experience in the security software environment Readiness to travel 25% travel annually English: Fluent

Preferred Bachelor's Degree

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.