• Client Relationship Representative

    IBM (Armonk, NY)


    Introduction

     

    The Client Relationship Representative (CRR) is responsible for enhancing client satisfaction and driving AR cash collections. The CRR assumes a leadership role at each of their accounts. They develop and maintain strong client relationships in key areas including IT, purchasing and AP as well as at the Executive level.

    Your role and responsibilities

    The Client Relationship Representative (CRR) is responsible for enhancing client satisfaction and driving AR cash collections. The CRR assumes a leadership role at each of their accounts. They develop and maintain strong client relationships in key areas including IT, purchasing and AP as well as at the Executive level. They leverage these relationships to drive value to IBM through improved cash/DSO results.

     

    The CRR possesses a deep knowledge of client AP systems, PO/contract processes and pay terms. They take ownership of key customer issues and coordinate resolution by using their strong internal relationships with Sales, Project teams and billing teams. The CRR addresses client disputes related to incorrect invoicing, PO issues and contractual terms. They bring the key IBMers together at the right time to address and resolve client concerns. They consult with the client about e-tool and B2B offerings and encourage client use of IBM tools that can lead to greater productivity for Clients and IBM. The CRR is responsible for attainment of key AR measurements: TD, Over 90 and Aged items. They lead AR reviews, manage team tasks and collaborate with cross-functional teams to ensure strong DSO results.

     

    The CRR works with Sales teams to understand significant pipeline deals. They may be asked to share their account expertise regarding payment terms, control concerns, etc. They assume responsibility for administrative tasks to allow Sales teams to focus on selling. They proactively share insights and experience with the client’s procurement team to help avoid downstream issues relating to accounts receivable and disputes. The CRR mentors new sales team members and AR CSRs as needed. They operate using the Agile/Accelerate model including participation in Stand-Ups with their Squads.

    Required technical and professional expertise

    * Communication skills in speaking and writing. Hold the ability to communicate and dissert IBM processes and requirements across organizations and externally.

    * Client relationship skills

    * Leadership and negotiation skills

    * Project Management skills

    * Understand IBM’s Q2C processes.

    * Understand and be able to follow the Accelerate model in daily operations.

    Preferred technical and professional experience

    * Excel Proficiency

    * CCS

    * Engage AR

    * Knowledge of collaborative tools

     

    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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.