Introduction
Are you passionate about delivering outstanding customer service?
Do you have a keen eye for detail and a strong interest in maintenance services?
Do you see yourself as an advocate for client satisfaction, demonstrating its importance through both words and actions?
If so, then IBM's Client Service Manager position could be exactly what you're looking for!
Your role and responsibilities
We are looking for a dedicated Client Service Manager with strong reporting and analytics skills to join our team. In this role, you will create in-depth reports, generate data-driven insights, manage client relationships, oversee service operations, and drive continuous improvements in service quality.
Want more jobs like this?
Get jobs in Sofia, Bulgaria delivered to your inbox every week.
Key Responsibilities:
Think! of yourself as a trusted partner to both your client and IBM. Collaborate closely with client-facing teams to ensure services are delivered on time and meet customer expectations.
Understand! your clients' needs, and champion client satisfaction by overseeing incidents, problems, and changes within your account. Use root cause analysis (RCA) to learn from issues and prevent recurrence.
Relate! to clients' problems by addressing their challenges and engaging the right teams for swift resolutions. Manage inventory, and escalations to maintain seamless operations and a superior customer experience.
Analyse! leverage your strong reporting and analytics skills to produce data-driven insights, supporting continuous improvement in service delivery and driving higher levels of client satisfaction.
Note: This role will primarily support customers during US working hours, with some flexibility as needed.
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Fluent English Proficiency: Must demonstrate strong command of English (C1 level or above).
- Client-Facing Experience: Proven background in direct client engagement with a solid understanding of client management principles.
- Excel and Reporting Proficiency: Advanced skills in Excel and experience in creating detailed reports and conducting data analysis.
- Commitment to Growth: A strong, proactive attitude towards continuous learning and personal development is essential.
- Exceptional Communication Skills: Must possess exceptional presentation, communication, interpersonal, and time management skills.
- Strong Problem-Solving Skills: Ability to make decisive, well-informed decisions, particularly in challenging situations.
- Innovative Mindset: Open to voicing new ideas and actively contributing to their implementation.
- Team Orientation: We welcome friendly, positive and proactive people.
And if you show high attention to detail when making decisions and want to be accountable while also being rewarded for your results, you can consider your job search done - because the Client Service Manager position at IBM is waiting for you.
Are you ready to jump in?
Preferred technical and professional experience
- ITIL Certification
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.