Your role and responsibilities
As a Client Service Manager, you will provide clients with total account system support, establishing, maintaining, and improving the client relationship regarding all aspects of the contracted services. You will act as the single interface with the client for the readiness and execution of the operations necessary to run the contract.
Your primary responsibilities will include:
• Deliver Client Support: Provide total account system support to clients, understanding their business targets, strategies, and requirements, and ensuring contracted services meet these objectives.
• Maintain Client Relationship: Establish, maintain, and improve the client relationship, building trust and improving client satisfaction through regular communication and issue resolution.
• Supervise Service Delivery: Oversee the implementation and delivery of contracted services, ensuring service levels are met and identifying opportunities for improvement.
• Manage Contract Deliverables: Track and report on contract deliverables, including maintenance operations and client maintenance operations, to ensure contractual conformity.
• Develop Action Plans: Create and implement action plans to improve service quality and client satisfaction, coordinating with Client and IBM resources to ensure efficient service delivery.
Required education
Bachelor's Degree
Required technical and professional expertise
• Exposure to IT Service Management: Understanding of IT service management principles, including service level agreements, contract deliverables, and statement of work (SoW) management.
• Experience working with Client Relationships: Familiarity with building and maintaining client relationships, including communication, issue resolution, and trust-building techniques.
• Exposure to Service Delivery: Knowledge of service delivery methodologies, including implementation, maintenance, and reporting of contracted services.
• Experience working with Contract Management: Understanding of contract management principles, including tracking and reporting of contract deliverables, maintenance operations, and client maintenance operations.
• Exposure to Project Management Methodologies: Familiarity with project management methodologies, including coordination of resources, action plan development, and implementation to improve service quality and client satisfaction.
Preferred technical and professional experience
• Emerging Technologies Knowledge: Familiarity with emerging technologies and technical solutions pertaining to client needs, including their application in service delivery and contract management.
• Project Management Methodologies: Exposure to project management methodologies, including coordination of resources, action plan development, and implementation to improve service quality and client satisfaction.
• Vendor Management Experience: Understanding of vendor management principles, including contract management, cost management, and inventory management.
OTHER RELEVANT JOB DETAILS
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
