Technical Account Manager
hace 5 meses
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
You will be the primary point of contact and accountable for a Premium enterprise Financial Services customer within IBM Cloud. You will be customer focus driven. You will understand the short and long-term business goals and objectives of each customer as they relate to IBM and enable the success of those goals and objectives using IBM’s wide array of technical services and solutions.
Key Responsibilities:
Customer Relationship Management:
- Build and nurture strong, collaborative relationships with key stakeholders in customer organisations.
- Act as the main point of contact for technical inquiries, support, and issue resolution.
- Perform regular business reviews with customers that cover many aspects including support ticket analysis, service levels, metrics and customer environment performance.
Technical Expertise:
- Develop a deep understanding of your customer’s technical environments, challenges, and goals.
- Provide technical guidance and support, leveraging your expertise in IBM's products and services.
- 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).
Solution Implementation:
- Collaborate with customers to understand their business objectives and align IBM Cloud solutions to meet those objectives.
- Oversee the successful implementation of IBM Cloud technologies, ensuring a seamless integration with the customer’s infrastructure.
Issue Resolution:
- Proactively identify and address technical issues, working closely with internal teams (Technical Support, Network Operations, Systems Engineering, Product Development, Product Management, Sales and Executive Leadership) to provide timely and effective solutions.
- Serve as an escalation point for critical technical challenges, facilitating swift resolution.
- Identify and report to executive level on any critical issues your customer faces.
Communication:
- Clearly communicate complex technical information to both technical and non-technical audiences.
- Provide regular updates to customers on project status, issue resolution, and upcoming enhancements.
Account Growth:
- Identify opportunities for upselling or expanding IBM Cloud services within existing accounts.
- Collaborate with Sales teams to ensure customer satisfaction and contribute to the growth of the business.
Required Technical and Professional Expertise
- 5+ yrs. Experience in technical service/relationship management.
- 5+ yrs. Experience in customer facing role or professional consulting role.
- Experience managing priority/top accounts in technology industry. Financial Services industry is ideal.
- Fundamental knowledge/overview of industry Cloud technologies.
- Excellent communication, presentation, and interpersonal skills.
Preferred Technical and Professional Expertise
- Understanding of System administration/network layouts mid/large IT environments
- PMP/ITIL Foundation/PRINCE2/Agile Methodology certification
- Fluent in English
- Spanish mother language
About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
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 IBMe
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