Sterling OMS Lead
- Job Category - IT
- Job Type - Full Time
- Experience - 6 to 10 Years
- No.of Positions - 1
- Job Location - USA - Chicago/Houston
Job Role
As a Senior Technical Account Manager, you will serve as our top client’s technical advocate for Order Management Products.
What you will do
- This role specializes in performing expertise-driven proactive guidance, consulting and troubleshooting for Sterling Order Management System.
- Provides assistance to clients using problem determination/problem source identification skills: problem analysis, using troubleshooting technique evaluation, recreation, and resolution of client reported problems
- Research problems to create new or update existing problem entries
- Uses technical and negotiation skills in collaboration with other organizations to prioritize and diagnose problems to resolution.
- Communicates action plans to the client or IBM representative as appropriate.
- Recommends and implements new or improvements to existing tools, procedures, and processes.
- Provide advice and guidance to clients regarding the use of software, IBM technical resources and tools to answer client questions and respond to client requirements in a timely manner.
- Monitors security issues and defects identified within product and proactively notifies clients on resolution.
- Contributes to department attainment of organizational objectives and high client satisfaction. Throughout the resolution may interface with multiple levels of client personnel and must maintain and enhance positive and constructive client relationships
- Provides proactive guidance on software and best practices
- Specialize in performing problem determination and problem source identification in software environments
- Understand the design, architecture and operating environments of assigned system components.
- Be a customer’s advocate and utilize the customer’s business perspective when looking at the systems/solution/enterprise view of the situation.
Required/Preferred - Technical Expertise
Required:
- 5 years of client technical support or consulting on IBM Order Management System.
- 5 years managing stakeholder communication.
- 5 years technical troubleshooting experience.
- 2 years’ experience as client advocate
Preferred:·
- 7 years of client technical support or consulting on IBM Order Management System.
- 7 years managing stakeholder communication.
- 7 years technical troubleshooting experience.
- 5 years’ experience as client advocate
Project Duration – 3 months (Nov ‘25 – Jan ‘26)
Willingness to
- Support 24/7 the Holiday Peak (Nov 26 – Dec 2nd) .
- Travel to client site (Chicago/Houston)