Technical Account Manager

IntroductionIBM Application Consultants work directly with our clients on key initiatives. You will have the opportunity to build an in-depth understanding of their business issues and implement organizational strategies that drive adoption of change. We are looking for experts who can build credibility and trust with our clients and provide knowledge that addresses individual and unique business needs.Your Role and ResponsibilitiesAs the Technical Account Manager you will:+ This role specializes in performing expertise-driven proactive guidance, consulting and troubleshooting of Sterling Order Management and Sterling Order Management on Cloud.+ Provides assistance to clients using problem determination/problem source identification skills: problem analysis, using troubleshooting techniques, evaluation, recreation, and resolution of client reported problems+ Research problems to create new or update existing problem entries+ Uses technical and negotiation skills in collaboration with other organizations to prioritize and diagnose problems to resolution.+ Communicates action plans to the client or IBM representative as appropriate.+ Recommends and implements new or improvements to existing tools, procedures, and processes.+ Provide advice and guidance to clients regarding the use of software, IBM technical resources and tools to answer client questions and respond to client requirements in a timely manner.+ Monitors security issues and defects identified within product and proactively notifies clients on resolution.+ Contributes to department attainment of organizational objectives and high client satisfaction.+ Throughout the resolution may interface with multiple levels of client personnel and must maintain and enhance positive and constructive client relationships.+ Responsible for the success of products/services/offerings.What skills are needed:+ Provides proactive guidance on software and best practices+ Specialize in performing problem determination and problem source identification in software environments+ Understand the design, architecture and operating environments of assigned system components.+ Be a customer's advocate and utilize the customer's business perspective when looking at the systems/solution/enterprise view of the situation.Required Technical and Professional Expertise+ 5 years of client technical support or consulting on Sterling Order Management System+ 5 years managing stakeholder communication+ 5 years technical troubleshooting experience+ 2 year's experience as a client advocatePreferred Technical and Professional Expertise+ 7 years of client technical support or consulting on Sterling Order Management System+ 7 years managing stakeholder communication+ 7 years technical troubleshooting experience+ 5 years' experience as a client advocateAbout Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.Your Life @ IBMWhat matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.*Well-being programs to support mental and physical health.*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).*Select educational reimbursement opportunities.*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.*Giving and volunteer programs to benefit charitable organizations and local communities.*Discounts on retail products, services, and experiences.We consider qualified applicants with criminal histories, consistent with applicable law.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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.