Support Manager

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  • Posted:
    2 weeks ago
  • Category:
    Computer Hardware


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**

+ Lead a client-facing product support team for our Acoustic Marketing products. Monitor client cases on an ongoing basis to ensure quality and responsiveness.

+ Understand the Acoustic Marketing suite of products. Able to assist team in problem-solving to drill to the root cause of the issue or situation.

+ Help balance the team’s workload, ensuring coverage to meet responsiveness objectives, while also involving the team in organizational projects and initiatives.

+ Track Support metrics to evaluate individual and overall team performance. Able to present and articulate metrics to company leadership.

+ Collaborate with peers and global team to ensure operational efficiency (scheduling, cases progressing globally, etc.…)

+ Identify, develop and execute support/company initiatives to improve efficiency and overall customer satisfaction.

+ Manage client escalations and CritSits, raised internally or by clients. Assist team in managing overall client escalated situations, following internal escalation guidelines.

+ Help drive product and process improvement with Support and Cross-Functional Peers, such as Engineering, Product, and DevOps. This includes driving resolution to critical customer defects, outages, enhancements, and operational improvements.

+ Drive support training and readiness for new product/feature rollouts.

+ Contribute to the overall strategic direction of support.

+ Follow all Acoustic policies and procedures.

+ Help develop and maintain a positive working environment. Ability to rally team and keep optimistic outlook in a support environment.

+ Help team with careers, assignments, and opportunities. Ensure team has “stretch projects” that balance their work, but keep them challenged and add to their career portfolio.

+ Proactively engage with support team, providing performance feedback, assisting with needs, and ongoing/annual reviews. Provide guidance where the opportunity arises.

+ Serve as part of an on-call rotation based on business need.

+ Travel if necessary.

**Required Technical and Professional Expertise**

+ Four-year degree in IT, Business, or related field

+ Minimum of 5 years leadership experience

+ Experience with SaaS marketing software, Acoustic Campaign (Watson Campaign Automation) preferred.

+ Exceptional leadership ability; Must be able to provide direction to others and be available for your team.

+ Excellent communications and interpersonal skills. Ability to discuss dynamic situations with clients with little notice.

+ Aptitude for troubleshooting technology and helping others break down problems into simple parts. Help connect the dots across issues.

+ Must be adaptable to change and driving change in an ever-changing environment.

**Preferred Technical and Professional Expertise**


**About Business Unit**

At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM’s unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.

**Your Life @ IBM**

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

**About IBM**

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

**Location Statement**

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

**Being You @ IBM**

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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.