Customer Success Agent

IntroductionA career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.Your role and responsibilitiesThe Telco Customer Success Agent is responsible for proactively engaging with telecommunications customers to maximize satisfaction, increase loyalty, and reduce customer churn. This role serves as a trusted advisor by addressing service concerns, resolving issues, identifying retention opportunities, and ensuring customers receive maximum value from their products and services. The agent collaborates with sales, service, billing, technical support, and operations teams to deliver exceptional customer experiences that drive long-term retention and revenue growth.

Key Responsibilities

Proactively engage high-risk customers, execute retention strategies, analyze customer behavior, conduct outreach campaigns, and present tailored solutions to prevent cancellations. Customer Relationship Management: Build strong customer relationships, serve as a customer advocate, conduct account reviews, and educate customers on products and services.

Issue Resolution & Escalation Management: Investigate service, billing, and technical concerns; coordinate with internal teams; manage escalations; and ensure timely resolution. Revenue Protection & Growth: Support renewals, identify upsell and cross-sell opportunities, and protect recurring revenue by minimizing customer attrition.

Performance Monitoring & Reporting: Track customer health, churn indicators, NPS, CSAT, and document customer interactions in CRM systems.Required technical and professional expertise· High school diploma required; Associate or Bachelor degree preferred.

• 2+ years of experience in customer success, customer care, retention, account management, or telecommunications services.
• Strong communication, negotiation, problem-solving, and customer service skills.
• Experience using CRM platforms and Microsoft Office applications.Preferred technical and professional experience
• Telecommunications industry experience.
• Knowledge of customer lifecycle management and churn reduction strategies.
• Experience supporting wireless, broadband, fiber, cable, or enterprise telecom services. 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.