Customer Service Manager

hace 24 horas

Heredia, Costa Rica IBM A tiempo completo

**Introduction**
Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk

**Your Role and Responsibilities**
The CSM will be a North America client leader to provide leadership on a single or multiple accounts to support the client as a single point of contact for service delivery SLA and SLO governance, corrective actions, reporting, contract and inventory management, and billing. Applicant should have client-first mindset and eager to learn. In this challenging role, the CSMwill need to act proactively to ensure smooth team operations and effective collaboration to lead teamsto meet the clients' needs. This role provides the opportunity to work from any locationwith mínimal travel requirements. Although the role is primarily based on US prime hours, the role may require collaboration with other IBM geographies and meetings scheduled in other time zones occasionally. Key responsibilities include, but are not limited to:

- Maintain strong client relationship
- SLA (Contract) and KPIs Delivery Management: ensures customers contractual agreement are met; Develop/Lead corrective actions-Leading across regional delivery teams and other IBM functional organizations
- Lead and collaborate across teams to develop account management, governance, and delivery procedures
- Drives CSAT and implements customer satisfaction programs
- Actively communicating progress and roadblocks to internal and client stakeholders
- Strong organization and tracking of deliverables such as service training and parts management as required by the account
- Contract management, including change management and new customer requirements
- Delivery leader as SME to participate in client strategic projects and drive delivery actions associated to the projects on time
- Inventory Management if applicable
- Billing and invoicing, cost management including cost take-out initiatives as required
- Focal point for internal and client-facing performance reviews (MBRs/QBRs)

**Required Technical and Professional Expertise**
- Ability to thrive in highly dynamic and demanding role
- Experience with PM practices
- Excellent communication skills
- Excellent organizational skills
- Excellent computer skills -MS Office (Work, Power point, Excel)
- Good analytical and problem solving skills
- Strong customer driven focus
- Good presentation skills
- Ability to work in a very active account with a large degree of autonomy
- Ability to lead with individuals from the virtual cross-functional teams
- Excellent proficiency in English, both verbal and written

**Preferred Technical and Professional Expertise**
- 1-3years of delivery experience in any aspect of IBM service delivery
- 1-3 years of project management experience
- Knowledge of IBM TLS processes and tools
- Specific experience in call center, field services, or parts management is a plus

**About Business Unit**

IBM 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.

In 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?

This job requires you to provide your COVID-1

  • Customer Service Manager

    hace 2 días

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Manager (Costa Rica GBS) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than...

  • Customer Service Manager Pu

    hace 2 semanas

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than 70 manufacturing, R&D and operations...

  • Customer Service Manager

    hace 24 horas

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Manager (Costa Rica GBS) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than...

  • Customer Service Manager

    hace 7 meses

    Heredia, Costa Rica Straumann Group A tiempo completo

    **#ChangeMakers** Ready to make an impact? We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss. We empower our employees to perform and make an impact, to question the status quo, to drive...

  • Customer Service Lead

    hace 3 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Customer Service Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Customer Service Lead will be the primary customer interface for trouble calls;...

  • Customer Service Supervisor

    hace 7 meses

    Heredia, Costa Rica Straumann Group A tiempo completo

    **#ChangeMakers** Ready to make an impact? We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss. We empower our employees to perform and make an impact, to question the status quo, to drive...

  • Customer Service Supervisor

    hace 2 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The CS Supervisor will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The person will provide support, direction, monitoring, and coaching to the assigned team in...

  • Customer Success Manager

    hace 3 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: A Customer Success Manager (CSM) is a trusted advisor to Auxis’ customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. The CSM provides the necessary client liaison support, and daily technical service delivery, to ensure delivery of world class IT...

  • Customer Service Team Lead Operations

    hace 2 semanas

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Team Lead Operations Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than 70...

  • Customer Service Specialist Iii

    hace 1 semana

    Heredia, Costa Rica TE Connectivity A tiempo completo

    TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE’s products or services. They may...

  • Customer Service Specialist Ii

    hace 2 semanas

    Heredia, Costa Rica TE Connectivity A tiempo completo

    TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE’s products or services. They may...

  • Customer Service Team Lead Back Office

    hace 2 semanas

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Team Lead Back Office Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than 70...

  • Customer Service

    hace 2 días

    Heredia, Costa Rica Object Technology Solution A tiempo completo

    **OTSI (Object Technology Solutions, Inc) has an immediate opening for Customer Service Representative II.** **Customer Service Representative II (HYBRID/COSTA RICA)** **DESCRIPTION**VMware is looking for high energy, customer **SKILLS AND ABILITIES REQUIRED**: - Experience in customer service or any customer facing environment an advantage. - Excellent...

  • Trilingual Customer Service

    hace 6 días

    Heredia, Costa Rica SYKES Costa Rica A tiempo completo

    **Objective**: To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by answering general inquiries via the phone or mail. **Hard skills**: - Fluent in verbal and written English and Portuguese. - High Proficiency level (85 %>) (Must). - Knowledge of how to interact with Microsoft Windows...

  • Customer Service Team Lead Pricing

    hace 7 meses

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Team Lead (Pricing & Issue Resolution) (Costa Rica GBS) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end...

  • Customer Service Specialist, Wondery

    hace 8 meses

    Heredia, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo

    Experience as a B2C Customer Support Specialist or similar Customer Service role in a digital subscription-based business - Experience using help desk software and remote support tools, such as Intercom or Zendesk - Experience using payment and billing software, such as Stripe Key job responsibilities - Monitor and respond to app reviews, with responses...

  • Customer Service Representative

    hace 7 meses

    Heredia, Costa Rica Movate A tiempo completo

    The Customer Service Phone Representative provides quality and professional customer service that consistently meets or exceeds Company standards of excellence and customer expectations. The position is directly responsible for creating an effortless customer experience by answering questions about products, orders, and services available through the...

  • Manager, Customer Experience

    hace 7 meses

    Heredia, Costa Rica AlignTech A tiempo completo

    **Join a team that is changing millions of lives.** - Transforming smiles, changing lives_ At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have...

  • Customer Service Lead

    hace 7 meses

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Customer Service Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Customer Service Lead will be the primary customer interface for trouble cases;...

  • Customer Service Analyst

    hace 7 meses

    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Hybrid Department: Customer Service Schedule: Full Time Shift: Day Shift **Company Description**: **About us, but we’ll be brief** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are...