Customer Service Manager
- Heredia
- Permanente
- Tiempo completo
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?
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