**Introduction** **Your role and responsibilities** The Client Service Manager Trainee (CSM) role will work within the Client Management Team, working with seasoned CSM’s in areas of total account system support. The CSM trainee will assist in supporting tools and processes to establish, maintain and improve the client relationship regarding all aspects of the contracted services as the representative of IBM. They clearly understand the client's business target, strategy, requirements and how the contracted service support these client objectives. Maintains and reinforces the client relationship, improves the client satisfaction and builds a trusted relationship with the client. The CSM acts as the single interface with the client for the readiness and the execution of the operations necessary to run the contract. They ensure the management of agreed service levels applicable to the technical support teams by tracking of the maintenance operations and proper reporting of the client's maintenance operations. The CSM develops and implements action plans to improve service quality delivered to the client to ensure client satisfaction and contractual conformity. The CSM coordinates Client and IBM resources to ensure efficient service delivery. The CSM trainee supports the Delivery Project Executive (DPE) in identifying growth opportunities and contract profitability. Project Management methodologies, emerging technologies and technical solutions pertaining to client needs should be areas of expertise. **Required technical and professional expertise** Communication: Clear, empathetic, and persuasive verbal and written communication. Active Listening: Understanding client needs, concerns, and feedback. Empathy: Building trust and rapport by genuinely understanding client perspectives. Conflict Resolution: Navigating and resolving client issues diplomatically Account Management: Overseeing client accounts, ensuring satisfaction, and identifying growth opportunities. Customer Retention Strategies: Implementing initiatives to improve loyalty and reduce churn. Upselling & Cross-Selling: Recognizing opportunities to expand client engagement. Business Acumen: Understanding the client’s industry, goals, and challenges Software Proficiency: Familiarity with platforms like Salesforce, Microsoft Office Data Analysis: Interpreting client data to inform decisions and strategies. Reporting & Metrics: Tracking KPIs like Net Promoter Score (NPS) Cross-Functional Coordination: Working with sales, support, product, and marketing teams. Client Advocacy: Representing the client’s voice internally to influence product or service improvements. Project Management: Managing timelines, deliverables, and expectations 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.