Process Delivery Specialist German
Introduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Your role and responsibilities
This role supports end‑to‑end customer operations by ensuring accurate CRM data, smooth case handling, and high‑quality customer assistance. It exists to maintain the integrity of customer information, improve the customer journey, and enable efficient operational workflows. In this position, you'll gain hands‑on experience with CRM systems, digital customer processes, and cross‑functional collaboration. It's an excellent opportunity to build strong analytical, service, and process‑optimization skills.
Responsibilities:
- Maintain and update customer contact data in CRM, ensuring accuracy and completeness.
- Provide high‑quality after-sales support and handle customer inquiries across multiple channels.
- Manage and process incoming cases within defined SLAs.
- Collaborate with cross‑functional teams to resolve cases efficiently and on time.
- Validate, clean, and enhance CRM records to improve reporting and operational performance.
- Review and prequalify incoming leads and opportunities to support sales pipeline quality.
- Guide customers through online processes and digital touchpoints, helping optimize their online journey.
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Required education
None
Preferred education
Master's Degree
Required technical and professional expertise
- Proficiency in German at C1/C2 level.
- Very good English (B2/C1).
- Hands-on experience with CRM platforms (ex. Salesforce).
- Strong analytical and problem‑solving abilities; ability to work independently on standard tasks.
- Excellent communication and customer interaction skills.
- High attention to detail with consistent focus on data quality and efficiency.
- Ability to collaborate cross‑functionally in a fast‑paced environment.
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
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 500 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 qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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