Client Service Manager

IBM-posted about 1 year ago
Full-time • Mid Level
Cambridge, MA
Computer and Electronic Product Manufacturing
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The Client Service Manager at IBM is responsible for managing client relationships and ensuring the successful delivery of services. This role involves understanding the strategic direction of client accounts, supporting service delivery plans, and achieving financial objectives. The manager will lead service delivery teams, maintain client satisfaction, and ensure compliance with service level agreements while fostering an environment for growth and innovation.

  • Develop an understanding of the strategic direction of the account as it relates to function and business unit.
  • Participate in and support the tactical service delivery account plan and strategic account planning.
  • Understand client requirements and assist in setting program objectives.
  • Learn and participate in IBM selling techniques to identify business opportunities with the client.
  • Familiarize with operational support requirements, service level objectives, and measurement tracking.
  • Perform service delivery Crisis Management and maintain an audit-ready posture.
  • Manage global delivery resources and services, if applicable.
  • Focus on client relationship management and delivering on commitments to clients.
  • Achieve financial objectives of profitable revenue growth while creating an environment for growth and innovation.
  • Establish, maintain, and improve client relationships regarding all aspects of contracted services.
  • Ensure service delivery customer satisfaction objectives, contract cost targets, and service level agreements are met.
  • Lead service delivery team according to defined scope of services and agreements.
  • Identify issues and recommend appropriate trade-off decisions.
  • Support IBM's delivery strategy and translate it into customer/account beneficial improvements.
  • Ability to thrive in a highly dynamic and demanding role.
  • Experience with project management practices.
  • Excellent communication skills.
  • Excellent organizational skills.
  • Proficient in MS Office (Word, PowerPoint, Excel).
  • Good analytical and problem-solving skills.
  • Strong customer-driven focus.
  • Good presentation skills.
  • Ability to work autonomously in a very active account.
  • Ability to lead individuals from virtual cross-functional teams.
  • Excellent proficiency in English, both verbal and written.
  • 1-3 years of delivery experience in any aspect of IBM service delivery.
  • 1-3 years of project management experience.
  • Knowledge of IBM TLS processes and tools.
  • Specific experience in call center, field services, or parts management.
  • Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being.
  • Financial programs such as 401(k), cash balance pension plan, IBM Employee Stock Purchase Plan, life insurance, and disability coverage.
  • Generous paid time off including holidays, sick time, vacation, and parental bonding leave.
  • Training and educational resources on a personalized, AI-driven learning platform.
  • Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products.
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