Client Advocacy Market Champion Focal in NEW YORK, New York | DiversityInc Careers

Client Advocacy Market Champion Focal

Job Description
IBM's Client Advocacy organization manages an extensive and award winning Net Promoter Score (NPS) program; an NPS management system than spans all business units, markets, and client facing functions; the activation of a client centric culture built on client experience management best practices; and analytics designed to help optimize the experience of every IBM customer.

Position summary and responsibilities:
The Market Champion Focal works directly with Client Advocacy Champions around the world, applying consultative and analytical skills, innovation, and collaboration to drive adoption, understanding, and utilization of Net Promoter Score (NPS) for decision making across IBM’s Geos/Markets.

The Market Champion Focal works with Geo/Market stakeholders including General Managers, operational and functional teams, and client advocacy champions, to manage the Market NPS management system, enable NPS adoption and activation, communicate NPS platform operational developments and implications, achieve NPS program goals, and guide Geo/Market decision making influenced by NPS metrics.

Responsibilities include:
  • Design and execute on the overall NPS market management system
  • Drive cross team collaboration with Geo/Market stakeholders to assist in the development of monthly NPS Steering Committee materials shared with IBM’s Executive Leadership team.
  • Integrate NPS in sales management systems such as account planning, deal reviews and sales cadences
  • Work with market teams to embed client experience management best practices into everyday activity
  • Develop a SME knowledge of the NPS platform and program; stay abreast of all new program developments and Market implications
  • Chair weekly functional cadence meetings with market teams to share NPS platform developments, evaluate on-going execution, communicate goals, share best practices, and collect feedback
  • Provide guidance and consultative Points of View to Market Focals and Champions
  • Work with Market stakeholders to drive significant yty survey volume growth, implement NPS roadmap actions, identify areas where executive help is needed, and promote awareness and grow platform adoption
  • Work with MD&I colleagues and stakeholders to uncover insights that drive actions to improve Client Advocacy
  • Address NPS ad hoc requests

Skills and Attributes
  • The successful candidate will have hands-on skills in end-to-end project planning, communications, negotiations, issue analysis and problem solving, and consultative thinking.
  • Have significant experience as an advisor or consultant for IBM or external customers; interacting with stakeholders to understand business requirements, applying analytic thinking, developing solutions, managing projects, managing issue resolution, interpreting results, and presenting recommendations to enable action.
  • Have demonstrated the ability to establish and delivery against priorities, working in collaboration with cross functional colleagues and business leaders.
  • Have experience internal clients to produce agreed-upon project schedules and deliverables within established parameters.
  • Be able to manage multiple projects simultaneously; demonstrated ability to prioritize.
  • Have excellent communication skills, verbal and in writing, in English; able to independently interact with executive leaders.
  • Be able to anticipate and respond to changes and trends, assess their impact, and recommend actions.
  • Be self-motivated and able to operate independently with limited guidance and direction.
Office location: Armonk, New York or NYC, New York

Required Technical and Professional Expertise

  • Experience leading or supporting the functioning of management systems for large and complex programs
  • Proven track record of project execution and delivery; experience working in cross functional complex projects

Preferred Tech and Prof Experience

  • Experience working within an IBM Geo/Market or market supporting function
  • Experience in a sales role

EO Statement
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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.