Introduction
Technology Expert Labs is seeking an experienced Technical Account Manager (TAM) to join our Expertise Connect subscription team. The Technical Account Manager (TAM) is responsible for ensuring clients receive a higher level of service and added value when using their licensing software from IBM. The TAM has a close working relationship with the client's team and plays an integral role in helping determine the overall life cycle of their IBM software implementation.
Your Role and Responsibilities
Takes ownership of Expertise Connect delivery, act as Single Point of Contact (SPOC)
Provide proactive assistance to help clients sustain and optimize their IBM Software infrastructure
Coordinates delivery of proactive support, skill sharing activities and problem management.
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Assist Client with development, implementation, operations, risk avoidance and mitigation strategies and plans
Provides clients with the highest level of remote and/or on-site technical direction for specific supported products, including initiatives such as diagnostic coaching, defect and non-defect problem resolution assistance
Provides direct support or assistance with technical queries from clients and field personnel
Facilitate Client skills development related to the Software Products through mentoring Client personnel during activities in the performance of this service.
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Required Technical and Professional Expertise
Who has capability to manage customer expectation, understand technical architecture of customer environment to have a meaningful technical discussion with customer for required actions, who can work with customer to try resolving the problems even before PMRs are raised, who can have a meaningful technical discussion with IBM support to explain them the customer problem and environment to expedite problem resolution, who can pro-actively discuss with customer on new product features which can bring additional value to customer, capable of doing regular architecture reviews, Knowledge sharing workshops, System health check, e.t.c. )
Preferred Technical and Professional Expertise
- 5-8+ years Industry experience
- Good level knowledge on IBM Software product (IBM MQ and IIB)
- 5+ years of experience in a customer facing positions, prior TAM type roles is advantageous
- 5+ years outstanding customer relationship management experience
- Collaboration skills