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Customer Escalations Manager / SWAT (365976BR)

Customer Service

Assistant Manager



California, United States

IntroductionAt 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 ResponsibilitiesAre you a personable, technical professional, passionate about customer experience beyond resolving software issues? Are you able to self-manage projects with diverse global teams? If so, IBM's Data and AI organization has an excellent fast paced, customer centric, Customer Escalations Management role on our SWAT team for you!Technical Skills:+ You will use your experience with databases, networking, and SQL development skills to assist customers with technical tasks and communicate effectively with all stakeholders.+ Experience with IBM products such as Db2 LUW, Cloud Pak for Data, or other IBM software is a plus.Communication skills:+ While driving technical resolution to customer issues is paramount it must be accomplished with succinct clear communications.+ You will use your interest-based negotiation skills to keep project teams focused, give cadenced updates both verbally and written to stakeholders, and use your presentation skills as needed to ensure all stakeholders are in synch.+ Relationship building and maintaining relationships in this role is critical.+ You will need to build and maintain global relationships with diverse stakeholders, including customers, development and support engineers, sales, professional services, and senior-level executives using IBM's Business Conduct Guidelines.Ownership and delegation:+ While everyone in your virtual team is self-managed including you.+ You will take ownership of the overall success of strategic escalations having severe impact to customers and IBM. To assist you in driving resolution to customer issues you will assemble a virtual escalation team consisting of technical subject matter experts, executive sponsors, and sales teams as needed and ensure there are owners for each task associated with your clients success.Time Management is a must in this role.+ You must be able to manage multiple customers, meetings, updates, and log your activity in a timely manner. This role will include your willingness to travel on short notice, work customer hours including evenings and weekends, and participate in pager duty rotations including weekends.Project Management:+ You will use your project management framework (Agile/Scrum) and tools such as Microsoft Excel and Powerpoint in your cadenced communications with stakeholders.Required Technical and Professional ExpertiseSoft Skills Required:+ 2 years minimum in technical, fast paced, customer facing role+ Interest based negotiation skills+ Fluent in English, Portuguese a plus+ Proficient in MS OfficePreferred Technical and Professional Expertise+ Salesforce, ServiceNow, Verse, Lotus Notes, Workday+ WebEx, Slack, Salesforce, ServiceNow, GitHub, Jira+ IBM Software knowledge (Db2, Cloud Pak)+ Db2 Fundamentals certified+ JSON scripting+ 2 years minimum:+ DBA experience or SQL Development skills+ Linux/Docker/Openshift skills+ Db2 troubleshooting Skills+ NoneAbout Business UnitIBM's and Cognitive software business is committed to bringing the power of IBM's 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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.IBM intends this job to be performed entirely outside of Colorado.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.