Technical Escalation Manager
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- Security
- Entry Level
Technical Escalation Manager
-
- Security
- Entry Level
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
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 Critical Strategic Account Manager (CSAM) role 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 (CSAM) 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. CSAM’s may also be assigned customer service management (CSM) process ownership for a particular product, lab, or geographic area.
PERSONAL 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. Must be flexible, adaptable and have a growth mindset. A sense of humour is important.
- TEAMWORK: 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.
Required Technical and Professional Expertise
- The Ideal candidate would have at least 0-3 years’ experience in a customer-facing leadership role. The position demands an individual with superior customer relationship management skills as well as a sound technical understanding of the product/s they will be supporting.
- The CSAM is expected to be able to Juggle competing priorities, work well under pressure, and work Independently with minimum active functional direction.
- Customer facing role includes shifts / weekend support on rotation basis.
- Quick learner and ability to pick up new products on on-prem and cloud.
Preferred Technical and Professional Expertise
- DIRECT PROBLEM-SOLVING EXPERIENCE: Previous experience in dealing with client issues Is valuable as is a proven ability to resolve problems.
- STRONG COMMUNICATION SKILLS: Requires the ability to communicate clearly with Internal and external clients in spoken and written communications.
- BUSINESS NETWORKING EXPERIENCE: Understanding of the IBM and/or OEM support organizations.
- EXCELLENT CO-ORDINATION, LEADERSHIP & ORGANIZATIONAL SKILLS: Requires, coordination and organizational skills, able to lead diverse teams and multi-task within a team business network environment. Project Management skills are valuable.
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Key Job Details
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