Your Role and Responsibilities

Takes ownership of Expertise Connect delivery, act as Single Point of Contact (SPOC)

Provide proactive assistance to help clients sustain and optimize their IBM Software infrastructure

Coordinates delivery of proactive support, skill sharing activities and problem management.

Assist Client with development, implementation, operations, risk avoidance and mitigation strategies and plans

Provides clients with the highest level of remote and/or on-site technical direction for specific supported products, including initiatives such as diagnostic coaching, defect and non-defect problem resolution assistance

Provides direct support or assistance with technical queries from clients and field personnel

Facilitate Client skills development related to the Software Products through mentoring Client personnel during activities in the performance of this service.

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Required Technical and Professional Expertise

Who has capability to manage customer expectation, understand technical architecture of customer environment to have a meaningful technical discussion with customer for required actions, who can work with customer to try resolving the problems even before PMRs are raised, who can have a meaningful technical discussion with IBM support to explain them the customer problem and environment to expedite problem resolution, who can pro-actively discuss with customer on new product features which can bring additional value to customer, capable of doing regular architecture reviews, Knowledge sharing workshops, System health check, e.t.c. )

Preferred Technical And Professional Expertise

• 5-8+ years Industry experience
• Good level knowledge on IBM Software product (IBM MQ and IIB)
• 5+ years of experience in a customer facing positions, prior TAM type roles is advantageous
• 5+ years outstanding customer relationship management experience
• Collaboration skills
  
  
  

About Business Unit

IBM 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.