Technical Account Manager

Job ID SWG-0609809 Job type Full-time Regular Work country United Kingdom Position type Professional Work city Uxbridge Posted 06-Nov-2013 Travel 50% travel annually Job area Consulting & Services Business group IBM Software Group Job category Consultant Business unit EMM Job role General Other Consultant Job role skillset General Commissionable/Sales-Incentive jobs only No

Job description

Technical Account Manager Position Summary: The Customer Support team within the IBM Enterprise Marketing Management (EMM) team, is currently seeking a Technical Account Manager (TAM) to join their EMEA team. The TAM will work closely with our retail, travel, financial services and internal customers to help deliver maximum value from our analytics solutions. The position is a challenging mix of technical and client-facing work and the successful candidate must enjoy both sides of the role and be a self-motivated, energetic, enthusiastic, adaptable, determined and pro-active individual. Position Responsibilities: • Provide ongoing product support to our clients by following established processes and procedures. • Act as the client’s point of contact and co-ordinate & communicate activities with other teams (Operations, Technical Support, etc.) • Answer product functionality questions and provide advice and guidance on how to configure the application • Demonstrate a consistent sense of urgency and follow up on open issues to ensure resolution. • Log and properly document all issues, as well as provide timely and consistent status communication to the client. • Deliver ongoing, high levels of customer satisfaction in all aspects of the support provided • Manage the implementation process and working cross functionally in order to ensure customers are onboarded in a quick and efficient manner • Assist clients to learn how to use the IBM Enterprise Marketing Management applications. • Work directly with the client’s personnel to coach them on value extraction from IBM Enterprise Marketing Management analytics applications, including advanced complex analysis. • Communicate advanced online marketing concepts on a multi-channel level (email, web meetings, phone, etc.). • Work closely with multiple groups within IBM Enterprise Marketing Management to drive product direction and enhanced client services. • Keep pace with newly developed products to drive the enablement, usage, and client understanding of the products • Satisfy client-specific investigation through querying of back end SQL Databases • Understand and communicate customer requirements from both a business and technical perspective. • Provide status reports to management. • Perform periodic assessments of application usage and identify opportunities for improvement • Capture customer feedback for improving our products, processes and overall customer experience. Skills: • Ability to multi-task. You will manage internal and deadline-driven support requests that will require dynamic, real-time prioritisation based on multiple factors. • Must be extremely detailed, organised, and results oriented. • Ability to effectively prioritise and escalate customer requests as required. • The ability to learn quickly and independently • Outstanding problem solving skills • Must be able to think creatively about issues to find resolutions • Knowledge of HTML an advantage • Knowledge of SQL query language an advantage • Knowledge of common web protocols (HTTP, FTP, etc.) an advantage • Excellent English written and verbal communication skills. Must be comfortable interacting with all levels of personnel at large, multi-national companies. • Fluent French/German an advantage Experience: • Experience in a client facing help desk or technical support environment or equivalent consulting experience with a focus on customer satisfaction and delivering results. • Degree educated or equivalent • Previous experience working with SaaS tools an advantage • Previous experience working with Web Analytics tools an advantage

Required Bachelor's Degree English: Fluent

Preferred Information Technology

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, disability, age, or veteran status.