Technical Account Manager
-
- Consulting
- Professional
Technical Account Manager
-
- Consulting
- Professional
Technology Expert Labs is seeking an experienced Technical Account Manager (TAM) to join our Expertise Connect subscription team. The Technical Account Manager (TAM) is responsible for ensuring clients receive a higher level of service and added value when using their licensing software from IBM. The TAM has a close working relationship with the client’s team and plays an integral role in helping determine the overall life cycle of their IBM software implementation.
Your Role and Responsibilities
- Takes ownership of Expertise Connect delivery, act as Single Point of Contact (SPOC)
- Provide proactive assistance to help clients sustain and optimize their IBM Software infrastructure
- Coordinates delivery of proactive support, skill sharing activities and problem management.
- Assist Client with development, implementation, operations, risk avoidance and mitigation strategies and plans
- Provides clients with the highest level of remote and/or on-site technical direction for specific supported products, including initiatives such as diagnostic coaching, defect and non-defect problem resolution assistance
- Provides direct support or assistance with technical queries from clients and field personnel
- Facilitate Client skills development related to the Software Products through mentoring Client personnel during activities in the performance of this service.
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Required Technical and Professional Expertise
Who has capability to manage customer expectation, understand technical architecture of customer environment to have a meaningful technical discussion with customer for required actions, who can work with customer to try resolving the problems even before PMRs are raised, who can have a meaningful technical discussion with IBM support to explain them the customer problem and environment to expedite problem resolution, who can pro-actively discuss with customer on new product features which can bring additional value to customer, capable of doing regular architecture reviews, Knowledge sharing workshops, System health check, e.t.c. )
Preferred Technical and Professional Expertise
- 5-8+ years Industry experience
- Good level knowledge on IBM Software product (WAS)
- 5+ years of experience in a customer facing positions, prior TAM type roles is advantageous
- 5+ years outstanding customer relationship management experience
- Collaboration skills
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Key Job Details
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