Technical Account Manager

Coppell, TX, United States

Introduction

Joining the IBM Technology Expert Labs teams means you'll have a career delivering world-class services for our clients. As the ultimate expert in IBM products, you'll bring together all the necessary technology and services to help customers solve their most challenging problems.

Working in IBM Technology Expert Labs means accelerating the time to value confidently and ensuring speed and insight while our clients focus on what they do best—running and growing their business.

Excellent onboarding and industry-leading learning culture will set you up for a positive impact, whilst ongoing development will advance your career. Our culture is collaborative and experiential. As part of a team, you will be surrounded by bright minds and keen co-creators—always willing to help and be helped—as you apply passion to work that will positively impact the world around us.

Your Role and Responsibilities

The North American Expertise Connect (EC) team is currently seeking an experienced Technical Account Manager.

The successful candidate will provide our clients with the highest level of service and technical guidance via remote and possible on-site assistance. Hands on guidance, architecture modernization, analysis and recommendations are made to optimize the clients use of our IBM Software Products including Db2 LUW, Data Replication, Change Data Capture, Master Data Management, Match360, Optim, Information Server, Cloud Pak for Data, Watsonx, OpenShift, RedHat, Kubernetes, Data Science, and others.

In this role you will be responsible for the following: Develop essential partnerships with customers by fulfilling a technical advisory role that enables customer to reach desired objectives with supported product(s) and optimize their ROI.

Provide deep technical research, including debug and workarounds or other instructions to assist with troubleshooting.

Ensure the customer is aware of best practices, optimization and critical go forward information pertinent to their deployment.

Communicate effectively with all levels of technical and management contacts to ensure thorough understanding of customer environments, requirements, problem symptoms, causes and resolutions.

Interact with support and development organizations while addressing problems. Escalate as required.

As required, provide on-site support to customers for resolution of reported problems and/or provide knowledge transfer.

Collaborate and coordinate the right players at the right times.

Required Technical and Professional Expertise A minimum of 8 years experience working with one or more Data & AI products including Db2, Db2 LUW-SAP, Data Replication, Change Data Capture, Replication, Master Data Management, Match 360, Optim, Information Server with specialized focus on modernization of legacy implementations

Knowledge of MQ, Websphere, OpenShift, RedHat, Kubernetes, Azure, AWS, Microservices is considered an asset.

A minimum of 5 years of technical troubleshooting experience (Customer facing) and client account management.

Preferred Technical and Professional Expertise System Administration level familiarity of multiple Unix flavors such as Linux, AIX, Solaris, HP-UX. Areas include performance tuning, configuration, file & directory security, using debugging tools

Knowledge of database's Optimizer, Query Performance, Health Review, PD/PSI, and HADR TSA/RSCT/Pacemaker.

Familiarization with IBM Project Management.

Ability to collaborate across different roles, technology/products, and organization’s

Excellent communication, written and verbal.

Understanding of the services environment.

Self-Motivated, with a deep commitment to our client’s success.

Flexible, agile, and resilient.

Must be a proven team player and have ability to collaborate across multiple brands within IBM.

About Business Unit IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

Your Life @ IBM In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to: - Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being - Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs - Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law - Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals - Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role. We consider qualified applicants with criminal histories, consistent with applicable law.

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.