**Introduction** A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. **Your role and responsibilities** This role supports end‑to‑end customer operations by ensuring accurate CRM data, smooth case handling, and high‑quality customer assistance. It exists to maintain the integrity of customer information, improve the customer journey, and enable efficient operational workflows. In this position, you’ll gain hands‑on experience with CRM systems, digital customer processes, and cross‑functional collaboration. It’s an excellent opportunity to build strong analytical, service, and process‑optimization skills. Responsibilities: * Maintain and update customer contact data in CRM, ensuring accuracy and completeness. * Provide high‑quality after-sales support and handle customer inquiries across multiple channels. * Manage and process incoming cases within defined SLAs. * Collaborate with cross‑functional teams to resolve cases efficiently and on time. * Validate, clean, and enhance CRM records to improve reporting and operational performance. * Review and prequalify incoming leads and opportunities to support sales pipeline quality. * Guide customers through online processes and digital touchpoints, helping optimize their online journey. **Required technical and professional expertise** * Proficiency in Spanish at C1/C2 level. * Very good English (B2/C1) * Advanced, hands‑on experience with CRM platforms and ability to optimize workflows (ex. Salesforce). * Highly developed analytical and problem‑solving skills; able to address complex issues and provide guidance to others. * Excellent communication abilities, including handling challenging customer or stakeholder situations. * Strong focus on process excellence, data accuracy, and continuous improvement. * Proven experience working across teams and contributing to cross‑functional initiatives. 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.