Introduction
A Client Service Manager role in IBM means a career where you're a trusted advisor with deep technical expertise, who works together with clients - either directly or through our seller partners - to help craft best-of-breed solutions to their hardest technology challenges.
With a consultative approach, you'll uncover clients' most pressing technology pain points and guide them to solutions mapped to IBM's people, products, and services. Being a natural leader, strategic systems thinker, and business influencer, you'll orchestrate resources within IBM and /or our Partners to bring those solutions to life.
Excellent onboarding and an industry leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators - always willing to help and be helped - as you apply passion to work that compels our clients to invest in IBM's products and services.
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Your role and responsibilities
1. Client Engagement:
a. Serve as the primary technical advisor and advocate to IBM TLS Partners
b. Oversee the delivery of IBM Spare Parts Operations a, including incident management, troubleshooting, and process all related financials corrections
c. Build and maintain strong relationships driving value realization from the IBM TLS support products, & services included in the related offering.
d. Acknowledge and Assess: Respond promptly to acknowledge the issue and evaluate its impact on the client's operations
e. Engage Resources: Coordinate with internal teams, IBM Support, and other necessary stakeholders to expedite resolution.
f. Transparent Communication: Keep the client informed with regular updates and set realistic expectations for resolution timelines.
2. Technical Expertise
a. Provide technical guidance on IBM Parts/Products.
b. Having deep technical expertise on IBM Platforms and products and work as a single point of contact.
c. Develop long term relationship with IBM Partners/ Client's advocates
3. Delivery governance across the accounts/ projects
a. Establish, review and update reports to monitor and track overall project/ account delivery management
b. Manage complex project escalations, potential risks
c. Collaborate and influence internal key stakeholders to ensure fulfilment, technology
support and flawless delivery of projects.
d. Conduct regular customer meeting to review the requirements to improve delivery methodology/ timelines.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
Technical Expertise:
- Provide technical guidance on IBM Infrastructure including Power/ Storage & MF .
• Serve as the primary technical advisor and advocate to IBM TLS Partners
• Delivery governance across the accounts/ projects
• Establish, review and update reports to monitor and track overall project/ account delivery management
Coordination:
- Monitor support-related projects, configuration enhancements, and performance tuning.
- Ensure alignment with client objectives and timelines.
Proactive Guidance and reporting:
- Deliver regular reviews with actionable insights to the clients
- Produce monthly/ Quarterly performance reports.
- Create ad-hoc technical documentation and advisory reports as needed.
Hiring manager and Recruiter should collaborate to create the relevant verbiage.
Preferred technical and professional experience
Hiring manager and Recruiter should collaborate to create the relevant verbiage.
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.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.