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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.
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.