AP Client Care Manager
Personnel management of Resolution Technical Leads (RTLs) for Power and z Customer
Satisfaction Project Office, supporting situations WW with a primary focus on AP clients. RTLs lead teams of technical experts to resolve critical situations and complaints for clients. These teams often times consist of IBM, subcontractors/vendors, business partners, and/or clients. RTLs may work with focal clients and drive proactive actions into the field. The RTL is responsible for the assigned client satisfaction issue with products, services, offerings, etc. He/she employs specific processes and tools to track, monitor, and report activities and progress.
Manage upward communication of hot clients to executives in multiple areas of IBM including, Development, Support, Assurance, Sales, and the Power Brand. Collaborate with peers and the Director of Power Client Care to determine clip levels, end user impacts, and communicate appropriate notifications. This includes various levels of Executive Notification Letters (ENLs).
Interact with clients, account teams, and business partners as required to address high- visibility complaint situations. Work with PE leaders to delivery Root Cause Analysis reports to clients and account teams, offering appropriate remediation for clients.
Engage in executive level resolution of high-focus complaints and critical situations. Work with the RTLs to drive actions to completion and help management understand priority. Meet with C-level executives as needed.
Work closely with client care peers around the global to manage clients situations seamlessly and drive continuous process improvement that can be leveraged worldwide.
Understand quality trends and look for connections/patterns within data and metrics.
Drive improvements back into processes throughout IBM to improve quality and
Required Technical and Professional Expertise
Bachelor's Degree or better.
Prior management experience.
Readiness to travel up to 15% annually, often times on short notice.
Chinese citizen fluent in Mandarin with solid English skills.
Strong organizational and communication skills.
Preferred Tech and Prof Experience
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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