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Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio

Rôle et responsabilités

The Client Service Manager Trainee (CSM) role will work within the Client Management Team, working with seasoned CSM’s in areas of total account system support. 

The CSM trainee will assist in supporting tools and processes to establish, maintain and improve the client relationship regarding all aspects of the contracted services as the representative of IBM. 

They clearly understand the client’s business target, strategy, requirements and how the contracted service support these client objectives. Maintains and reinforces the client relationship, improves the client satisfaction and builds a trusted relationship with the client. 

The CSM acts as the single interface with the client for the readiness and the execution of the operations necessary to run the contract. 

They ensure the management of agreed service levels applicable to the technical support teams by tracking of the maintenance operations and proper reporting of the client’s maintenance operations. 

The CSM develops and implements action plans to improve service quality delivered to the client to ensure client satisfaction and contractual conformity. 

The CSM coordinates Client and IBM resources to ensure efficient service delivery. The CSM trainee supports the Delivery Project Executive (DPE) in identifying growth opportunities and contract profitability. 

Project Management methodologies, emerging technologies and technical solutions pertaining to client needs should be areas of expertise.

Formation requise
Baccalauréat
Formation souhaitée
Baccalauréat
Expertise professionnelle et technique requise

Communication: Clear, empathetic, and persuasive verbal and written communication. 

Active Listening: Understanding client needs, concerns, and feedback. 

Empathy: Building trust and rapport by genuinely understanding client perspectives. 

Conflict Resolution: Navigating and resolving client issues diplomatically 

Account Management: Overseeing client accounts, ensuring satisfaction, and identifying growth opportunities. 

Customer Retention Strategies: Implementing initiatives to improve loyalty and reduce churn. 

Upselling & Cross-Selling: Recognizing opportunities to expand client engagement. 

Business Acumen: Understanding the client’s industry, goals, and challenges 

Software Proficiency: Familiarity with platforms like Salesforce, Microsoft Office 

Data Analysis: Interpreting client data to inform decisions and strategies. 

Reporting & Metrics: Tracking KPIs like Net Promoter Score (NPS) 

Cross-Functional Coordination: Working with sales, support, product, and marketing teams. 

Client Advocacy: Representing the client’s voice internally to influence product or service improvements. 

Project Management: Managing timelines, deliverables, and expectations

L'unité commerciale

IBM Systems aide les chefs de file en TI à penser différemment leur infrastructure. Les serveurs et le stockage d'IBM ne sont plus inanimés - ils peuvent comprendre, raisonner, et apprendre de façon à ce que nos clients puissent innover tout en évitant les problèmes informatiques. Nos systèmes alimentent les plus importantes industries du monde et nos clients sont les architectes de l'avenir. Rejoignez-nous pour aider à constituer notre portefeuille technologique de pointe conçu pour les affaires cognitives et optimisé pour l'informatique en nuage.

VOTRE VIE CHEZ 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?

À propos d'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 500 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Autres détails pertinents sur le poste

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.