Client Availability Leader

Описание

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 IBM Accelerated Value Program (commonly referred to as “AVP”) is a premium suite of offerings that lets the clients customize the support services to help you succeed. The program pairs clients department or organization with assigned experts who build a deep understanding of your overall environment and its evolution. By providing a designated focal point for your support needs, and proactively identifying improvements for your environment and staff, these experts help you minimize production downtime, deploy faster, operate smoother, and plan for the future.
Client Availability Leader is technical project leader driving client engagement, planning, incident management, escalations, etc.

Responsibilities:

Single point of contact within the IBM support organization, managing the support relationship across IBM for the focus IBM technologies and providing information on the future direction of IBM solutions.
Trusted Advisor that maintains strong client partnership
Virtual member of the customers IT team with detailed process and policy awareness.
Case reporting and trend analysis -> Continuous Improvement
Escalation Support and Critical Situation Management
Case Post-mortems & ‘Get Well’ planning and implementation.
Interlock with IBM account team, Brand Execs and other engaged IBM teams
Create Delivery Plan in conjunction with the client and the TAM(s)
Conduct Quarterly Reviews of progress on the documented Delivery Plan
Escalates support cases to L2 customer support management
Please note that this role works under US Prime time.


Required Technical and Professional Expertise

Experience managing complex customer relationship situations
Excellent troubleshooting and communications skills

Preferred Technical and Professional Expertise

Project Management Professional certification

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

10.01.2023

Организация:

Ай Би Ем България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за Ай Би Ем България ЕООД може да получите ТУК