IBM Customer Success Specialist in AUSTIN, Texas

Responsibilities

  • The Customer Success Specialist is responsible for dealing with escalations from various services throughout Storage Organization for the entire Storage Tribe.

  • Be the go between for Client support teams and development.

  • Manage critical issues, work down issue backlogs, highlight and chase high-urgency issues.

  • Treat all issues from a client viewpoint in terms of resolution and responsiveness.

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  • Ability to drive problem/ticketing systems

  • Ability to expertly use spreadsheet and presentation tools to analyze and present summary data for teams utilizing and monitoring progress in issue resolution.

  • Demonstrated Client-facing experience (5+ yrs)

  • Excellent verbal and written communication skills (interacting equally well with client-facgin teams and development teams)

  • Passion to continuously refine the systems at hand for higher quality, efficiency and effectiveness.

  • Able to work the existing processes, but put the client needs first

  • Manage SoftLayer Ticketing System Status/Aging/Disposition

  • Review/publish internal outage reports/root-cause analysis.

  • Action client feedback systems to increase client responsiveness.

  • Develop new metrics and feedback systems to improve our clients' success

IBM 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.