Technical Account Manager - IBM Cloud UK

Job Description

Introduction
At 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 Responsibilities
The Technical Account Manager (TAM) is the relationship manager and customer advocate for a defined group of customer accounts. Technical Account Managers develop a consistent long-term partnership with customers to ensure customers remain successful and realise the full value of their investment at IBM. The TAM can operate under minimal supervision with a wide latitude for independent actions and completes all duties as assigned.
In the role you will:

• Act as the primary point of contact and accountability for a rapidly growing base of enterprise customers within the Cloud and Managed Services business line
• Understand the short and long-term business goals and objectives of each customer as they relate to IBM and enable the achievement of those goals and objectives through the use of IBM’s wide array of technical services and solutions
• Provide proactive guidance, planning and recommendations for the overall health of the account
• Maintain an overall Health report on each client considering cases, escalations, outages and NPS scores
• Be the voice of the customer and facilitate the resolution of customer issues through coordination of efforts among IBM’s internal organizations (Customer Care, Advanced Technical Support, Network Operations, Systems Engineering, Product Development, Product Management, Product Marketing & Sales and Executive Leadership)
• Proactively analyze tickets and interactions to determine and deliver training needs
• Perform QBRs with customers (onsite and over the phone) to review service levels, metrics and customer environment performance
• Work with the relevant technical teams (GTS, GBS etc.) to proactively manage customer configurations and recommend customer environment upgrades and add-ons
• Maintain relationships with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders, as well as technology professionals
• Understand and communicate the customer’s needs to Offering Management
• Keep the customer informed of key IBM information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes)

Required Technical and Professional Expertise

• 5+ years of industry experience in a similar Technical Account Manager role
• 5+ years of knowledge of project management and strong account management skills
• 5+ years’ experience in Enterprise client/customer facing role and/or Professional Consulting business
• 3+ years ‘experience in networking, system administration, including troubleshooting experience in a mid to large IT environment
• Have previously maintained strong relationships with customers and internal executive teams
• Experience with managing critical and complex customer situations or incidents
• Have previously engaged with Customers and/or Internal teams on the project planning effort as well as defining mitigation planning for identified risks and items on the critical path
• Fundamental working knowledge/overview of the IBM Cloud Services technologies
• Project management experience
• Fluent in English and, ideally, in one or more additional European languages (German, French, Spanish, Italian)

Preferred Technical and Professional Expertise

• Master’s Degree in Technical/Numerical discipline, or equivalent work experience
• PMP/PRINCE2 / ITIL Foundation / Agile Practitioner certifications preferred
• IBM Cloud Certifications are a plus

About Business Unit
Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.
Your Life @ IBM
What 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 IBM
IBM’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 Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
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.