Job Information
IBM Customer Service Delivery Lead in Beijing, China
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 projects
About Business UnitIBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
Your Life @ IBMIn 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 IBMIBM'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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM 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.