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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

As a Technical Account Manager (TAM) Advocate at IBM, you will play a pivotal role in ensuring the Day 2 success of IBM Cloud Premium Support customers who are running their most critical workloads on IBM Cloud. You will act as an internal advocate for our customers, serving as their voice when issues are being seen. Your primary focus will be to pre-empt, understand, and troubleshoot customer issues as well as work with the relevant teams in IBM Cloud and across IBM and vendors to provide proactive cloud support as we manage customers' Day 2 cloud infrastructure environments. The ideal candidate will have a customer-first mindset, strong technical acumen with experience of cloud, along with excellent communication and facilitation skills required to effectively work across diverse teams to drive to common outcomes and issue resolution at pace.

Responsibilities

You will partner with TAM Advisors, Cloud Support, other IBM teams and Vendors to ensure the overall success of our customers and IBM. You will be able to understand the issues customers are facing and be driven to speedily resolve those issues and help customers be successful. You must be open to shift work, being on-call, or potentially being paged out when customers are facing their most critical issues.

Key Responsibilities:

Relationship Management:

• Build and nurture strong, collaborative relationships with multiple IBM teams.

• Foster relationships with customer operations teams who are actively using IBM Cloud.

• Perform regular account reviews with IBM teams or customers, leveraging data analysis and AI capabilities to uncover both indicators of success and areas for improvement. For example, support ticket trends, service levels, metrics and customer environment performance.

Technical Support Expertise:

• Develop an understanding of your customer's technical environments, challenges, and goals.

• Troubleshoot and resolve complex technical issues related to cloud services, working closely with internal IBM Cloud teams and others, as necessary.

• Provide technical guidance and support, leveraging your expertise in IBM's products and services.

• Maintain accurate documentation of customer environments, issues and solutions provided.

Issue Resolution:

• Proactively identify and address technical issues speedily, working closely with internal and external teams (Technical Support, Network Operations, Systems Engineering, Product Development, Product Management, other IBM teams, IBM Cloud Vendors) to provide timely and effective solutions.

• Serve as an escalation point for critical technical challenges, facilitating swift resolution through the collaboration of subject matter experts from diverse teams, as necessary.

• During issue resolution,

• gather relevant information from the customer

• keep the customer informed of key IBM information which may be critical to the resolution of ongoing issues, the prevention of future issues, or preventing customer escalations.

Communication & Facilitation:

• Clearly communicate complex technical information to both technical and non-technical audiences, including Sales & Executive Leadership.

• Co-ordinate and facilitate across various functional teams to support fast issue resolution and outcomes.

• Prepare and present updates to IBM teams on during and after issue resolution and escalations.

• Provide Executive level progress updates and reports on key customer issues and escalations.

Account Growth:

• Identify opportunities to assist customers to leverage additional IBM Cloud services to proactively prevent issues reoccurring and/or future issues arising.

Required Technical and Professional Expertise

• 5+ yrs. Experience in technical service/relationship management.

• 5+ yrs. Experience in customer facing role or professional consulting role.

• Fundamental knowledge/overview of industry Cloud technologies.

• Excellent problem-solving skills with the ability to troubleshoot complex situations

• Outstanding communication, presentation, and interpersonal skills with the ability to explain technical concepts/issues, their implications and path-to-resolution to both technical and non-technical stakeholders.

• Ability to work independently and manage multiple clients and issues simultaneously.

• Experience of foundational project management and agile methodologies

Preferred Technical and Professional Expertise

• Previous experience in a customer-facing role with cloud services delivery or consultancy.

• Understanding of System administration/network layouts mid/large IT environments

• PMP/ITIL Foundation/PRINCE2/Agile Methodology certification

Minimum Preferred Education:

• BA/BS technical degree or equivalent work experience

About Business UnitIBM 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.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

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.

Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For 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.