[IBM-J20] Technical Account Manager

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 a relationship manager and client advocate for a defined group of Premium customer accounts.
Technical Account Managers develop a consistent long-term partnership with clients to ensure customers remain successful and realize 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.
Essential Duties:
• Act as the primary point of contact and accountability for a rapidly growing base of enterprise customers within the Cloud Services business line
• Understand the short and long-term business goals and objectives of each client 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 client and facilitate the resolution of client issues through coordination of efforts among IBM’s internal organizations
• Proactively analyze tickets and interactions to determine and deliver training needs.
• Perform QBRs with clients (onsite, WebEx, email, etc) to review service levels, metrics and client environment performance
• Work with IBM technical teams to proactively manage client configurations and recommend client environment upgrades and add-ons
• Maintain relationships with key stakeholders within our client organizations, including the IT Directors, CTO, CIO, and Line of Business leaders, as well as technology professionals
• Understand and communicate the client’s needs to Offering Management
• Keep the client informed of key IBM information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes)
概要:
テクニカル・アカウント・マネージャーは、クライアントの問題や要求に迅速かつ効率的に対応し、クライアントが IBM Cloudのソリューションをデプロイおよび運用することを支援します。テクニカル・アカウント・マネージャーはアサインされた特定クライアントを担当し、クライアントおよびクライアント・ソリューションに取り組んでいるIBMチームとの強力なリレーションシップを構築します。
要件:
- ネイティブまたはネイティブ・レベルの日本語スキル
- IT 業界での8年以上の経験
- IBM Cloudプラットフォームとクライアント・ソリューションを理解するために必要な、強力な技術バックグラウンド
- プロジェクト/ソリューションの観点からクライアントの要求や問題を管理した豊富な経験
- 学士号
タスク:
1) 急速に進化するクラウド・テクノロジーとソリューションを継続的に習得します。 IBM Cloudプラットフォームと特定のソリューション・ドメインに関する十分な知識を維持します。
2) IBMおよびIBM Cloudにソリューションを実装するクライアント・チームと緊密に連携し、問題や要求への対応を支援します。
3) 複数のIBMバックエンド・チームと緊密に連携して、クライアントの問題と要求の対応を支援します。
4) クライアントによってオープンされた高優先度のサポート・ケースを監視し、迅速な解決を支援します。
5) 担当クライアントのクラウド・サブスクリプションおよび使用状況を監視し、必要に応じてアドバイスを提供します。
6) 担当クライアントに影響のあるIBM Cloudの変更を監視し、必要に応じてアドバイスを行います。
7) クライアントに有益なIBM Cloudの新サービスを紹介します。必要に応じて、IBMのエキスパートと連携し、詳細な情報を提供します。
8) 四半期ごとのビジネス・レビューをクライアントに提供します。
9) WW のTAMチームと連携して、製品/プロセスの改善に努めます。
10) ナレッジ・シェアリング・セッションを開催し、TAMチームメンバーの技術力向上に寄与します。
Required Technical and Professional Expertise

• 5 to 7+ Yrs. Experience in technical services and relationship management
• 5 to 7+ Yrs. Experience managing large accounts in the technology industry
• 5 to 7+ Yrs. Experience in large client/customer facing role and/or Professional Consulting business
• 3+ Yrs. of experience of networking, system administration, including troubleshooting experience in a mid/large IT environment
• Build strong relationships with clients/internal executive teams
• Experience with managing critical and complex client situations or incidents
• Engage with clients and/or Internal teams on the project planning efforts as well as defining mitigation planning for identified risks and items on the critical path
• Strong working knowledge/overview of the Cloud Platform Services technologies
• Project management experience
• Fluent in English/Japanese

Preferred Technical and Professional Expertise

• BA/BS technical degree, or equivalent work experience
• Master Degree in technical/numerical discipline, or equivalent work experience
• PMP/PRINCE2 | ITIL Foundation | Agile Methodology/Practitioner

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.