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Senior Issue Resolution Specialist
2 semanas atrás
As a key player in our organization, you will lead and coordinate project teams to deliver exceptional results. Our clients rely on timely and efficient status reports, and as Project Escalation Lead, you will drive the charge with project direction, metric definition, and performance management.
Your Key Responsibilities
- Work collaboratively with technicians, salespeople, executives, directors, and general managers.
- Resolve client-managed escalated issues (Critical Situations and Complaints) about offerings for clients in the Americas region.
- Owning client communication concerning the status of resolution efforts and tracking action items.
- Engage relevant business units and organizations to ensure focus and confirm client satisfaction with issue resolution.
The Project Escalation Lead provides leadership on critical situations and complaints to teams consisting of IBM, subcontractor/vendor, and client personnel. This role serves as the customer advocate, utilizing their business perspective when examining systems/solution/enterprise views.
During resolution, you may interface with multiple levels of client personnel, maintaining and enhancing positive and constructive client relationships. Familiarity with the IBM cloud, software, and systems hardware portfolio is beneficial.
Individuals in this role have experience leading or playing a key role in transformation initiatives, using that experience to help transform the Complaint Management business from reactive to predictive and enhance fact-based resolution powered by AI.
Applicants will possess a growth mindset, leveraging their experience as a Project Escalation Manager, business acumen, design thinking skills, agile methods/tools, analytics, and project management expertise to identify and lead pervasive issue resolution in partnership with other functional organizations and business units.
Essential Skills and Qualifications
- Significant experience in a client-facing role.
- Strong communications and negotiation skills.
- Language requirements: English and Spanish fluent (written, verbal).
- Experience in developing customer relationships.
- Leadership experience.
- Problem-solving techniques.
- Executive-level communication.
Desirable Skills and Qualifications
- Experience in conflict resolution.
- Supporting or servicing/selling IBM offerings.
- Experience as an Iteration Manager on an Agile squad.
- Experiencing support or implementing one or more IBM offerings.
