Fresche Solutions

Administration

• The IBM i Administrator position involves the day-to-day implementation, management and administration of IBM i workloads within our cloud hosting environment
• Responsible for system integrations/transitions, troubleshooting customer environments, and multi-tenant/Managed Service provider environment
• Administer and optimize IBM i BRMS environments including backup policy design, media sets, control groups, tape library integration, duplication strategies, and automated recovery procedures
• Perform BRMS maintenance, auditing, troubleshooting of backup failures, and ensure alignment with retention and compliance requirements
• Maintain documentation of the system and application monitoring, scheduling packages, and tape management systems
• Ability to participate in after-hours escalations and 24x7 on-call as scheduled

IBM i Administrator

Customer Success Manager

• Helping customers adopt new products and services
• Monitoring client relations to ensure smooth progress
• Building and cultivating client relationships by understanding their needs and requirements
• Developing trust and acting as an ambassador for positive customer experiences
• Supervising and ensuring follow-ups on implementation and maintenance of services
• Recommending proactive resolutions and optimized support paths to expand client business development
• Partnering with service delivery teams to ensure SLA compliance and timely resolution of escalations
• Leading small projects, including upgrades and changes
• Developing mutually beneficial value offerings between clients and the business
• Translating client strategic goals into concrete execution plans for business growth and added value
• Reviewing strategic goals and formulating proposals to help customers establish priorities and address gaps in offerings with operations, support, and sales management stakeholders
• Establishing and maintaining open and trusting communication with customers to obtain transparent feedback and ensure positive experiences
• Evaluating overall performance by defining success and retention metrics for implementation and maintenance of service offerings
• Working with the PMO to facilitate the handoff of customers from onboarding to steady-state support
• Proactively engaging with customers in support of KPIs

• Support clients in adopting new products and services
• Ensure rigorous follow-up of client relationships to guarantee smooth and sustainable progress
• Build and maintain strong client relationships by understanding their needs, objectives, and constraints
• Oversee and manage follow-ups related to service implementation and maintenance
• Recommend proactive solutions and optimized support journeys to drive growth of client accounts
• Collaborate with delivery/service teams to ensure SLA compliance and prompt resolution of escalations
• Lead small- to medium-sized projects, including upgrades and changes
• Develop value propositions that are mutually beneficial for clients and the company
• Translate clients' strategic objectives into concrete execution plans that promote growth and added value
• Review strategic objectives and make recommendations to help clients prioritize and close gaps
• Maintain open, transparent, and trust-based communication with clients to obtain honest feedback and ensure a positive experience
• Evaluate overall performance by defining success and retention metrics for service implementation and maintenance
• Work with the PMO to facilitate clients' transition from onboarding to steady-state support
• Proactively engage with clients to support key performance indicators (KPIs)