Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
The Client Management Team members are the main focal point for the customers that
they are assigned to. They make sure that the clients receive exceptional service while the
business sales goals are supported. They develop, implement and maintain client service
strategies that will increase sales while providing a positive experience for all customers.
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The main areas of responsibilities for the Client Management organization are SLAs/KPIs
management, customer satisfaction, inventory management and reviews.
Your Role and Responsibilities
Are you passionate about customer satisfaction and service?
Do you have a keen eye for detail and interest in maintenance services?
Do you see yourself as an advocate for customer satisfaction, demonstrating the importance of client satisfaction in both words and actions?
If yes, then IBM's Service Manager Role opening might be exactly what you are looking for!
You will perform a variety of service delivery tasks related to IBM customers and keep a close internal communication with many IBM departments which will broaden your horizons.
JOB SCOPE
The daily tasks can range from pricing information, customer meetings to advocating your client's satisfaction in both words and action. Are you ready to:
→ Think! of yourself as a trusted business partner to your client and to IBM and to work hand in hand with the client-facing teams to ensure service is delivered to our clients timely
→ Understand! your clients needs and be an advocate for your client's satisfaction on every level; you will be guarding over incidents, problems and changes within your account. A key element is RCA (root cause analysis) to learn on failures and prevent repeated occurrence
→ Relate! to clients' problems and provide assistance on customer issues and make sure the relevant teams are engaged with their resolutions by performing Inventory management, Billing Maintenance, Escalation management etc.
Then, you can be our next IBMer!
This role would be supporting customers on 24x7 shifts, including day, evening, night and weekend shifts.
Required Technical and Professional Expertise
→ Fluent English (C1) , previous experience in a direct client facing role and understanding of client management concept
→ Attitude to learn and grow is a MUST have ingredient You have to bring
→ Excellent presentational, communicational, interpersonal and time management skills are desired, however, the extra mile and smile is what makes the difference
→ Problem-solving and strong decision-making skills upon acting under difficult circumstances
→ Open mindset to voice new ideas and bring them to life
→ Troubleshooting skills
Preferred Technical and Professional Expertise
→ Basic networking skills and troubleshooting skills would be a strong advantage
→ Second European language will be considered as strong advantage and a 3rd will elevate you to a TOP candidate
→ ITIL specialist certification is a plus, but do not forget skills can be taught
→ Experience in a leadership role is advantage although this is not a people manager role
→ Friendly, positive and proactive team player is more than welcome
→ Dedication to work and share your experience and best practices
And If you show high attention to detail when making decisions and want to be accountable, but also rewarded for your results, you can consider your job search as done, because a Client Management position at IBM is waiting for You.
Are you ready to jump in?