At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.
Your Role and Responsibilities
Act as the primary point of contact and accountability for a rapidly growing base of enterprise customers within the Cloud and Managed Services business line.
Understand the short and long-term business goals and objectives of each customer as they relate to IBM and enable the achievement of those goals and objectives through the use of IBM’s wide array of technical services and solutions.
Provide proactive guidance, planning and recommendations for the overall health of the account.
Maintain an overall Health report on each client considering cases, escalations, outages and NPS scores.
Be the voice of the customer and facilitate the resolution of customer issues through coordination of efforts among IBM’s internal organizations (Customer Care, Advanced Technical Support, Network Operations, Systems Engineering, Product Development, Product Management, Product Marketing & Sales and Executive Leadership).
Proactively analyze tickets and interactions to determine and deliver training needs.
Perform QBRs with customers (onsite and over the phone) to review service levels, metrics and customer environment performance.
Work with the relevant technical teams (GTS, GBS etc.) to proactively manage customer configurations and recommend customer environment upgrades and add-ons
Maintain relationships with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders, as well as technology professionals
Understand and communicate the customer’s needs to Offering Management
Keep the customer informed of key IBM information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes)
Required Technical and Professional Expertise
- Solid experience as technical account manager
- Strong account management skills.
- Relevant. experience in Enterprise client /customer facing role and/or Professional Consulting business
- Experience in networking, system administration, including troubleshooting experience in a mid to large IT environment
- Build strong relationships with customers and internal executive teams
- Experience with managing critical and complex customer situations or incidents
- Engages with Customers and/or Internal teams on project planning efforts as well as defining mitigation planning for identified risks and items on the critical path
- Fundamental working knowledge/overview of the IBM Cloud Services technologies
- Project management experience (desirable)
- Has completed the full range of IBM Cloud badges for IaaS and PaaS services required for TAMs or has equivalent technical experience in Cloud technologies
- French fluent (spoken and written) – business level communication experience essential
- English fluent (spoken and written)
Preferred Technical and Professional Expertise
Master Degree in technical/numerical discipline, or equivalent work experience
Desirable PMP/PRINCE2 / ITIL Foundation / Agile Practitioner certifications preferred
IBM Cloud Certifications are a plus
About Business UnitDigitization is accelerating the ongoing evolution of business, and clouds – public, private, and hybrid – enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.
Your Life @ IBMWhat matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBMIBM’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.
Location StatementIBM 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.
Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.