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.
Your Role and Responsibilities
You will be the primary point of contact and accountable for a Premium enterprise Financial Services customer within IBM Cloud. You will be customer focus driven. You will understand the short and long-term business goals and objectives of each customer as they relate to IBM and enable the success of those goals and objectives using IBM's wide array of technical services and solutions.
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Key Responsibilities:
Customer Relationship Management:
• Build and nurture strong, collaborative relationships with key stakeholders in customer organisations.
• Act as the main point of contact for technical inquiries, support, and issue resolution.
• Perform regular business reviews with customers that cover many aspects including support ticket analysis, service levels, metrics and customer environment performance.
Technical Expertise:
• Develop a deep understanding of your customer's technical environments, challenges, and goals.
• Provide technical guidance and support, leveraging your expertise in IBM's products and services.
• Keep the customer informed of key IBM information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes).
Solution Implementation:
• Collaborate with customers to understand their business objectives and align IBM Cloud solutions to meet those objectives.
• Oversee the successful implementation of IBM Cloud technologies, ensuring a seamless integration with the customer's infrastructure.
Issue Resolution:
• Proactively identify and address technical issues, working closely with internal teams (Technical Support, Network Operations, Systems Engineering, Product Development, Product Management, Sales and Executive Leadership) to provide timely and effective solutions.
• Serve as an escalation point for critical technical challenges, facilitating swift resolution.
• Identify and report to executive level on any critical issues your customer faces.
Communication:
• Clearly communicate complex technical information to both technical and non-technical audiences.
• Provide regular updates to customers on project status, issue resolution, and upcoming enhancements.
Account Growth:
• Identify opportunities for upselling or expanding IBM Cloud services within existing accounts.
• Collaborate with Sales teams to ensure customer satisfaction and contribute to the growth of the business.
Required Technical and Professional Expertise
• 5+ yrs. Experience in technical service/relationship management.
• 5+ yrs. Experience in customer facing role or professional consulting role.
• Experience managing priority/top accounts in technology industry. Financial Services industry is ideal.
• Fundamental knowledge/overview of industry Cloud technologies.
• Excellent communication, presentation, and interpersonal skills.
Preferred Technical and Professional Expertise
• Understanding of System administration/network layouts mid/large IT environments
• PMP/ITIL Foundation/PRINCE2/Agile Methodology certification
• Fluent in English
• Spanish mother language