IBM Software Escalation Manager 

Costa Rica 

246954094

· LANGUAGE SKILLS: Requires English skills. Multiple language fluency is an advantage.

· SELF MOTIVATION, CONTINUOUS LEARNING & DRIVE:Requires drive and enthusiasm to work within the client relations team. Ensures the targets of client satisfaction, responsiveness and final resolution delivery are achieved. Must be flexible, adaptable and have a growth mindset. A sense of humor is important.

· TEAMWORK:Requires the ability to work effectively and harmoniously within the client relations team. The sharing of Information and cooperating with direct and Indirect work colleagues is a very important element of performing and developing in the job.

Requires a personal desire and passion to pursue client Satisfaction and continued Improvements In delivery of Client problem resolution.

Required Technical and Professional Expertise

• The Ideal candidate would have at least 0-3 years’ experience in a customer-facing leadership role. The position demands an individual with superior customer relationship management skills as well as a sound technical understanding of the product/s they will be supporting.
• The CSAM is expected to be able to juggle competing priorities, work well under pressure, and work Independently with minimum active functional direction.
• Customer facing role includes shifts / weekend support on rotation basis.
• Quick learner and ability to pick up new products on on-prem and cloud.

Preferred Technical and Professional Expertise

· DIRECT PROBLEM-SOLVING EXPERIENCE:Previous experience in dealing with client issues Is valuable as is a proven ability to resolve problems.

· STRONG COMMUNICATION SKILLS:Requires the ability to communicate clearly with Internal and external clients in spoken and written communications.

· BUSINESS NETWORKING EXPERIENCE:Understanding of the IBM and/or OEM support organizations.

Requires, coordination and organizational skills, able to lead diverse teams and multi-task within a team business network environment. Project Management skills are valuable.