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Customer Engagement Lead in Ottawa at IBM

Date Posted: 1/11/2019

Job Snapshot

Job Description


You will become a member of the Customer Engagement and Success team that is responsible for providing a 360 degree view of customers, engaging and connecting customers with the lab, managing escalations, and developing customer communications.

You are expected to be collaborative, organized and highly adaptive in order to work with the different parts of the organization, executives and customers. You should be both a strong communicator and a self-starter, and a wild duck at heart - not afraid to think outside the box, push on differing ideas.



Responsibilities may include:

  • Maintaining a single source of customer information that is accessible to the rest of the organization.
  • Creating and driving programs such as Lab Advocacy, Global Elite, Top BA Customers, and Overall Health and Knowledge Library.
  • Helping drive programs that grow lab engagement with customers and partners
  • Working with Offering Management to identify and maintain customer engagements and follow-ups
  • Establishing a system to maintain internal executive dashboards with contact lists, events, outreach customers, overall health and NPS.
  • Driving improvements to customer loyalty and satisfaction.
  • Proactive outreach to new customers/trials to drive adoption and sales
  • Reaching out to new customers and facilitating onboarding
  • Escalation Management – proactive outreach to customers, working closely with L3, CRITSIT management, tracking dashboard
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