Critical Situation Account Manager

5 months ago

Markham, Canada IBM Full time

Introduction

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

The Technical Escalation Management position involves working directly with, and being an advocate for, IBM customers. Their Job is to ensure timely and successful outcomes to complaints and critical situations which may be opened by customers or by IBMers on behalf of customers. The Technical Escalation Manager (TEM) owns complaints and critical situations until resolution.

They are responsible for coordinating IBM's overall response to these situations and will regularly Interact with a wide variety of IBM technical support experts, account teams, sales teams, developers, managers and executives. TEM's may also be assigned customer service management (CSM) process ownership for a particular product, lab, or geographic area.

Required Technical and Professional Expertise
- The CSAM is expected to be able to Juggle competing priorities, work well under
- will also have a deep understanding of IBM support, development, and services from both the process.
- and delivery perspectives. Additional understanding of other IBM business processes, professional
- training In mediation or conflict resolution would be an asset.

Technical Escalation Manager Skills:
1. DIRECT PROBLEM-SOLVING EXPERIENCE: Previous experience in dealing with client issues Is

valuable as Is a proven ability to resolve problems.

2. STRONG COMMUNICATION SKILLS : Requires the ability to communicate clearly with Internal and

external clients in spoken and written communications.

3. BUSINESS NETWORKING EXPERIENCE : Requires In-depth experience and understanding of the IBM

and/or OEM support organizations. Experience delivering successful IT projects.

4. EXCELLENT CO-ORDINATION, LEADERSHIP & ORGANIZATIONAL SKILLS: Requires excellent

coordination and organizational skills, able to lead diverse teams and multi-task within a team business

network environment. Project Management skills are valuable.

PRESONAL ATTRIBUTES:

- LANGUAGE SKILLS: Requires English skills. Multiple language fluency is an advantage.
- SELF MOTIVATION, CONTINUOUS LEARNING & DRIVE: Requires drive and enthusiasm to work within the client relations team. Ensures the targets of client satisfaction, responsiveness and final resolution delivery are achieved.
- TEAM WORK: Requires the ability to work effectively and harmoniously within the client relations team. The sharing of Information and cooperating with direct and Indirect work colleagues Is a very important element of performing and developing in the job.
- EXCELLENCE IN CLIENT SERVICE & CLIENT SATISFACTION : Requires a personal desire and passion to pursue client Satisfaction and continued Improvements In delivery of Client problem resolution.
- Technical Skills: Experience and understanding of IBM Cloud Environment, WAS, Azure.

Preferred Technical and Professional Expertise

NA

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?

Location StatementMust have the ability to work in Canada without sponsorship.

This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.

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