Customer Service Delivery Lead

Introduction
At IBM we know that transformation drives change and it is in our DNA to continuously transform. Our Business Transformation Consultants help drive large scale change that spans IBM business units and geographies. As a part of this team you will have the unique opportunity to be a part of driving IBM’s ongoing transformation as a company that continuously innovates and leads the market.

Your Role and Responsibilities

• Participate and present solutions to various level of stakeholders of clients.
  • Service Process and Organization: Have a deep understanding of the main processes and organizational design in service domains such as Service Delivery (SD) and Customer Support (ITR) and be familiar with the process collaboration between service domains and sales research and development and supply chain
  • Service Capability and Digitization: Building VOC Knowledge Base Intelligent Customer Service CRM and other service platform capabilities through digital means such as AI
  • Service ecosystem partners: Design of service ecosystem business models selection and retention management mechanisms for service providers
  • Service Marketing: Design and Development of Value Added Service Products Service Product Marketing Strategies
  • Customer management: Service drives new sales opportunities recommends product repurchases and additional purchases
• Leverage IBM’s digital commerce and methodology to help our clients for project delivery
• Leverage ecosystem partners to improve clients’ operation efficiency.

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Required Technical and Professional Expertise

• Functional knowledge – CRM
• Industry experience of Consumer Electronic Product Healthcare Life Science Automotive or Industrial Products.

Preferred Technical and Professional Expertise
Familiar with CRM and ITR projects