IBM Client Support Manager in SOFIA, Bulgaria

Job Description

The Client Support Managers mission is to ensure TSS provide high quality, cost effective, client focused service that delivers to contract scope and optimizes cost.

Our key driver is to sustain and grow profitability, whilst maintaining high client satisfaction through our level of service, to ensure that IBM becomes supplier of choice for all TSS Hardware and Software services.

Key Responsibilities:

  • Knowledge and understanding of the contract and the client environment

  • Client service meetings

  • Growth opportunity identification and coverage

  • Accountable for Inventory Management

  • Manage the Commercial performance of assigned accounts and take ownership for Profit and Loss including revenue tracking, forecasting and IBM/ sub contractor cost management including cost take out

  • Situation Management - To manage contracted and non-contracted calls and call escalations raised either from client call or internal IBM where applicable

  • Where applicable (responsibility remains with the Sales Account Manager) work with clients to obtain purchase orders, to allow timely revenue collection.

  • Change Management - Manage additions and deletions to contracts including third party maintained equipment and ensure any termination fees payable by the client are managed

  • Service performance/SLA Achievement - manage SLA to meet contracted agreed SLAs and manage and track any out of line situations

  • Ensure client satisfaction is a priority

  • Manage and review sub contractors performance to ensure they are adhering to the Statement Of Work (SOW)

  • Where necessary Provide Service reports timely to client

  • Maintain and own Service Operations Manual(SOM) including distribution to relevant interested parties

  • Identify possible critical situations and manage through appropriate solution

  • Service Improvement Plans - continually review service to ensure we are delivering best for clients and develop improvement plans where necessary

  • Raise issues in the Complaint Management Tool (CMT) if required

  • Manage contract change requests with appropriate IBM business areas

  • RCMS to SCOS – Maintain Client panels ensuring information contained is always up to date

  • Perform Root Cause Analysis where necessary on failed calls and feedback to clients in a timely manner and drive and corrective actions required

  • Maintain internal account management tools and processes to enable SLT reviews of accounts

  • Identify growth opportunities for both hardware and software support using internal tools such as Coverage Reports and Brand Warranty Drop-Off

  • Provide business support during mid term renewals

  • Manage the interlock with the Remote Support Analysts in Sofia

Required Technical and Professional Expertise

  • MS Office skills, MS project or equivalent Change mgmt.

  • Language: Fluent English written and spoken.

Preferred Tech and Prof Experience

  • N/A