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Introduction

IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.

Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client's needs.

IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your role and responsibilities

IBM Cloud is looking for a client-centric Client Excellence Program Leader / Manager to lead transformation in how we collect, analyze, and utilize client insights and feedback to drive client experience, product roadmaps, satisfaction, advocacy and growth.

This role will design, implement, and manage cross-functional programs such as the IBM Cloud Voice of the Client (Overall Satisfaction – OSAT), Cloud Client Advisory Council (CCAC) and Client Sponsor User Program and other initiatives aimed at improving client satisfaction, retention, and advocacy. The ideal candidate combines a deep understanding of client experience and feedback strategy, program management expertise, and a passion for delivering best-in-class client service across all touchpoints.

This role reports to the VP of IBM Cloud responsible for Client Excellence & Experience and has functional alignment responsibilities to GM of IBM Cloud Product Management. This role has extensive client executive interactions and requires strong communications and professional presence.

The Program Manager will be responsible for building and maintaining a Client Excellence & Experience management framework including:

• Program Strategy & Governance: Develop, implement and coordinate the Client Excellence & Experience program and roadmap, aligning with IBM Cloud goals and client experience objectives.
• Voice of the Client / OSAT: Build and manage systems to capture, analyze, and act on client feedback through surveys, client interviews, and satisfaction metrics (e.g., Qualtrics, NPS, etc.).
• Product Management, Support and Services Coordination: Serve as a catalyst influencing client-centric culture to drive actions between the Product Management, Support and Services teams to ensure that client feedback is informing roadmap priorities using feedback loops and joint planning sessions.
• Stakeholder Collaboration: Work cross-functionally with Sales, Product, Support, Marketing, Analyst Relations, and Services teams to ensure seamless and consistent client experience.
• Performance Measurement: Track and report on program KPIs and client satisfaction metrics. Provide actionable insights and recommendations to Cloud leadership.
• Client Advocacy: Support customer reference programs, case study development, and client advisory boards (Cloud Client Advisory Council – CCAC) to strengthen relationships and brand loyalty.

Voice of the Client / OSAT

Management of the OSAT program includes leading client experience feedback across the IBM Cloud business unit, collaborating with Product Management, Development,

Design, and Support teams to enhance client excellence through action plans, with OSAT as a key metric. General responsibilities would include:

• Coordinate and deliver insights on OSAT program progress, including scores, volumes, trends, key drivers, and improvement plans for Product Use and Support surveys to all levels of executives across IBM Cloud.
• Work with product and support teams to harden their action plans to improve their OSAT scores (key driver identification, actions with impact, cooperation with other teams, training new team focals).
• Establish and ensure OSAT best practices through collaboration with Market Insights and other IBM business units.
• Maintain, track and report Key Performance Indicators (KPIs).

Cloud Client Advisory Council (CCAC)

Responsible for driving outcomes from the Cloud Client Advisory Council (CCAC) with a focus on building and maintaining a diverse group of senior client executives from

IBM Cloud’s most strategic accounts. General responsibilities would include:

• Grow the size, quality and diversity of our Cloud Client Advisory Council members increasing its value to IBM and to Council members.
• Ensure closed loop feedback on client inputs and feedback.
• Coordinate with product, services, sales and accounts teams to share insights gained from clients.
• Coordinate with external client council consultant and IBM Cloud Senior Leadership on members, meeting content, and actions.
• Maintain, track and report Key Performance Indicators (KPIs).

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

• 10+ years of proven experience and depth working on and leading large-scale projects/programs to drive cross-functional initiatives.
• 5+ years of client excellence program management experience.
• Ability to communicate and present effectively to all levels of audience up to and including senior level executives.
• Experience in building and managing diverse advisory councils or client-focused programs.
• Excellent Problem-Solving, organization, cross-team coordination skills and out-of-the-box thinking ability.
• Excellent collaboration skills and ability to build trust and strong partnership with counterparts in Cloud, Infrastructure Services, Software, Marketing, external consultants, and others.
• Experience in data analysis, visualization, and client feedback systems.
• Strong business acumen.

Preferred technical and professional experience

• 5+ years of people management experience in a matrix environment.
• Experience with Overall Satisfaction Surveys.
• Experience with Qualtrics, our customer experience measurement platform.
• Experience generating data driven insights from multiple sources of information.
• Sound understanding of general statistical analysis practices.
• Strong knowledge of IBM Public Cloud organization and products.
• Understand basic Cloud engineering/architecture, Cloud Development and Deployment.