Introduction
Are you a personable, technical professional, passionate about customer experience beyond resolving software issues? Are you able to self-manage projects with diverse global teams? If so, IBM's Support organization has an excellent fast paced, customer centric, Critical & Strategic Customer Escalations Management role on our team for you.
Your role and responsibilities
The IBM Critical Strategic Account Management (CSAM) Team has an opportunity for a dynamic individual interested in driving the ultimate in client experience for IBM clients. As a member of the CSAM Team, you have the unique opportunity to lead a virtual team of IBM professionals and Subject Matter Experts(SME) with focus on customer success, to provide quick and accurate response to the clients' individual escalation need and engage IBM as one team to resolve escalations as quick as possible. From an IBM perspective the CSAM has primary responsibilities to drive better client experience, stakeholder communications and protect revenue and relationships with IBM clients. In this role you will use both your technical background and excellent soft skills, in working with groups ranging from business users to executive, securing at-risk revenue, references, and projects.
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Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
Technical Skills: You will use your skills and experience with such things as Linux, databases, networking, and analytics reporting skills to align the client needs with those best positioned to help solve them and communicate effectively with all stakeholders. Experience with IBM products such as Db2, Cloud Pak for Data, Cognos, Information Server, or other IBM software is a plus.
Communication skills: While driving technical resolution to customer issues is paramount it must be accomplished with succinct clear communications. You will use your interest-based negotiation skills to keep project teams focused, provide timely updates both verbally and written to internal and external stakeholders, and use your presentation skills as needed to ensure all stakeholders are in sync and working towards a common goal.
Relationships: Building and maintaining relationships in this role is critical. You will need to build and maintain global relationships with diverse stakeholders, including customers, development and support engineers, sales, professional services, and senior-level executives following IBM's Business Conduct Guidelines.
Ownership and delegation: Everyone on your virtual team is self-managed including you. You will take ownership of the overall success of strategic escalations having severe impact to customers and IBM. To assist you in driving resolution to customer issues you will assemble a virtual escalation team consisting of technical subject matter experts, executive sponsors, and sales teams as needed and ensure there are owners for each task associated with your client's success.
Time Management: You must be able to manage multiple customers, meetings, updates, and log your activity in a timely manner. This role will include your willingness to work customer hours which may at times include evenings and weekends.
Project Management: You will use your project management framework (Agile/Scrum) and tools such as Salesforce, Microsoft Excel and PowerPoint in your regular communications with stakeholders. You will also be expected to maintain internal reporting suitable for communicating status and priorities up to senior-level executives.
Preferred technical and professional experience
- 2 years' experience minimum in technical, fast paced, customer facing role
- Interest based negotiation skills (i.e., negotiating to achieve a mutually acceptable outcome for both parties
- Must be fluent in English, conversational in Portuguese is a plus
- Proficient in MS Office/Teams
- Experience using Slack/Salesforce/ServiceNow/GitHub/Jira
- Linux/Docker/OpenShift/AWS skills
ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
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.