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Data & AI Escalation Manager
hace 3 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
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.
- 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 humor 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.
About Business UnitIBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
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?
About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Other Relevant Job Details
IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
