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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

Your Role and Responsibilities
We are looking to hire a Technical Account Manager for our Systems Storage Premium Support Team.
In this role you will be a technical focal point and trusted advisor to clients who have purchased our premium support offerings.
This role will require a medium level of product technical skill, outstanding customer facing communication skill and the ability to establish credibility and build trust with our customers. You will need to use analytical thinking and problem solving skills to quickly find solutions for your client or to engage appropriate technical resource if necessary and you will provide regular reports and advice to our customers to help them keep their storage operating at an optimal level.
The Technical Account Manager has a wide range of responsibilities from direct technical case work to facilitating re-occurring client meetings and maintaining an excellent relationship with their assigned clients. TAMs also ensure that we fulfill all contractual deliverables associated with the premium contract.
The individual ready to take this challenge will need to be self-driven, well organized and has to be willing to operate in an environment which constantly pushes you out of your comfort zone.
The team maintains 24/7 coverage and works on multiplatform storage technical problems reported by their clients. The role provides high visibility on many levels of support and business delivery, working regularly with many other teams including our Remote Technical Support teams, Sales team, Business
Partners and our Client Care team.

 

Responsibilities:
• Flexible to shift schedule changes to support our 24x7 business coverage.

• Respond to customer calls, complaints, questions and/or queries
• Provide remote troubleshooting, gather logs and assist on general configuration questions or system health checks on various products.
• Collaborate with other support groups to ensure seamless problem resolution for your client.
• Provide and present Predictive and Proactive reports addressing known product defects, FW recommendations, client activity and inventory reports
• Document and follow special handling instructions for Premium Clients.
• Maintain client relationship by participating on monthly or quarterly meetings with clients

Required education
Bachelor's Degree
Preferred education
Technical Diploma
Required technical and professional expertise

BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen.

Experience as Technical Account Manager 

Growth mindset and flexibility to adjust to different business demands.

Proven record of success working on client facing roles.
Effective communication and negotiation skills in English, both verbal and written.

Relevant knowledge in Technology or Computer Science.
Ability to present and/or explain technical information via phone/virtual meeting.

Experience collaborating in a global team in a multi-cultural environment.

Curiosity to continue developing skills and learning Storage Products.

Preferred technical and professional experience

Experience working in the area of Remote Technical Support. Affinity in resolving technical problems.

Previous experience in a similar role will be considered as a plus

Core Storage Concepts and Networking knowledge.

Previous support experience with any of the IBM Storage Portfolio family will be considered as a plus: IBM Spectrum Virtualize/ FS Series, IBM Enterprise Data Systems (DS8000), IBM Virtual Tape Library (Hydra) or IBM Tape Storage(OS Tape)

ABOUT BUSINESS UNIT

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio  designed for cognitive business and optimized for cloud computing.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.