Detalle de la Oferta

Descripción de la Oferta

Introducción

Are you a personable, technical professional, passionate about customer experience beyond resolving software issues? Are you able to self-manage projects with diverse global teams? If so, IBM's Support organization has an excellent fast paced, customer centric, Critical & Strategic Customer Escalations Management role on our team for you.

Su función y responsabilidades

The IBM Critical Strategic Account Management (CSAM) Team has an opportunity for a dynamic individual interested in driving the ultimate in client experience for IBM clients. As a member of the CSAM Team, you have the unique opportunity to lead a virtual team of IBM professionals and Subject Matter Experts(SME) with focus on customer success, to provide quick and accurate response to the clients' individual escalation need and engage IBM as one team to resolve escalations as quick as possible. From an IBM perspective the CSAM has primary responsibilities to drive better client experience, stakeholder communications and protect revenue and relationships with IBM clients. In this role you will use both your technical background and excellent soft skills, in working with groups ranging from business users to executive, securing at-risk revenue, references, and projects.

Educación requerida

Diploma de secundaria / GED

Educación preferida

Licenciatura

Experiencia profesional y técnica requerida

Technical Skills: You will use your skills and experience with such things as Linux, databases, networking, and analytics reporting skills to align the client needs with those best positioned to help solve them and communicate effectively with all stakeholders. Experience with IBM products such as Db2, Cloud Pak for Data, Cognos, Information Server, or other IBM software is a plus.

Communication skills: While driving technical resolution to customer issues is paramount it must be accomplished with succinct clear communications. You will use your interest-based negotiation skills to keep project teams focused, provide timely updates both verbally and written to internal and external stakeholders, and use your presentation skills as needed to ensure all stakeholders are in sync and working towards a common goal.

Relationships: Building and maintaining relationships in this role is critical. You will need to build and maintain global relationships with diverse stakeholders, including customers, development and support engineers, sales, professional services, and senior-level executives following IBM's Business Conduct Guidelines.

Ownership and delegation: Everyone on your virtual team is self-managed including you. You will take ownership of the overall success of strategic escalations having severe impact to customers and IBM. To assist you in driving resolution to customer issues you will assemble a virtual escalation team consisting of technical subject matter experts, executive sponsors, and sales teams as needed and ensure there are owners for each task associated with your client's success.

Time Management: You must be able to manage multiple customers, meetings, updates, and log your activity in a timely manner. This role will include your willingness to work customer hours which may at times include evenings and weekends.

Project Management: You will use your project management framework (Agile/Scrum) and tools such as Salesforce, Microsoft Excel and PowerPoint in your regular communications with stakeholders. You will also be expected to maintain internal reporting suitable for communicating status and priorities up to senior-level executives.

Experiencia técnica y profesional preferida

- 2 years' experience minimum in technical, fast paced, customer facing role
- Interest based negotiation skills (i.e., negotiating to achieve a mutually acceptable outcome for both parties
- Must be fluent in English, conversational in Portuguese is a plus
- Proficient in MS Office/Teams
- Experience using Slack/Salesforce/ServiceNow/GitHub/Jira
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Educación Superior