David Downs Email & Phone Number

Hartwell, Ga, Us

Waxhaw, North Carolina, United States

Coppell, Tx

The Digital Client Executive constructs partnerships between clients, team IBM, vendors, and subcontractor organizations and manages the implementation of these partnerships to address business opportunities for the IBM Corporation. They have equally balanced skills in five key general management areas of client relationship management, consultative selling, financial / business management, portfolio / program management and team / people management. Be the primary focal point and owner for all activities on a large complex contract. Accountable for meeting revenue, profit, and growth objectives and for improving overall customer satisfaction targets. Responsible to build and maintain strong client relationships at all levels with the objective of being a trusted business partner. Proactively work with client to identify their business objectives, priorities and directions, critical success factors and applies this knowledge to establish and implement an Account Strategy. They translate customer requirements into formal agreements, establishing specific solutions, and leading the efforts that culminate in client acceptance of the results. They have overall responsibility for their contractual cost, schedule, and contractual deliverables. They manage IBM resources and coordinates client resources to deliver services and solutions to support the client organization. They are recognized for business acumen by the customer set they support.

Interface with Project Executive (PE) as primary point of contact for client inquiries of assigned IBM team functions supporting the ON Semiconductor, NXP Semiconductor, Kubota and HGST/WD accounts. Manage approved budgets, contractual costs, scheduling, and product deliverables. Assist with delivery organization as a primary point of contact for client requirements with regard to assigned IBM team operations; supports the PE in identifying growth opportunities and contract profitability. Manage IBM resources and coordinate client resources to deliver services to support the client organization. Support global initiatives of automation, building a strong delivery model, and addressing performance in troubled service line/units to achieve productivity objectives. Establish strong governance structure and communication frame work that consists of representation from all IBM and client competencies and geographies.

Directed unified messaging (Exchange, Lync, BES, and GOOD) and Citrix environments; including vendor management, incident resolution and change management. Managed software upgrade projects to migrate from Exchange 2003 to 2010 and Citrix XenApp 4.5 to 6.5. Account focal for security, Server Activation and Deactivation Controls, International Traffic in Arms Regulations (ITAR), procurement, risk management, and compliance.

IBM Web Hosting Service Delivery Manager in Support of General Motors Account** Service Delivery Manager Team Lead / Project Manager beginning March 2006 through December 2011*** Worked on a team of three account managers as a client focal point for General Motors web hosting projects, changes and escalations. Managed customer communications between IBM technical teams and GM.* Provided project management services by managing multi-vendor web hosting projects through GM’s change management process and implementation into the certification, pre-production and production environments. Responsibilities include obtaining technical requirements and solutions, obtaining appropriate technical and business approvals, and coordinating with technical teams to ensure an understanding of the requirements. Other responsibilities include managing implementation issues, closing out action items and documentation of new concepts and lessons learned.* Provided 24x7 incident management services by working with IBM and other vendor technical teams to obtain incident resolution. Communicated incident status and resolution to GM and IBM executive teams. Following incident resolution drove RCA (Root Cause Analysis) and incident action items to closure within client time requirements.* Team Lead responsibilities include handling internal and customer escalations, assisting team members with high focus and complex projects, managing team work load by distributing daily tasks and assigning responsibilities.

Greater Atlanta Area

Started as a deskside support representative. Spent time working as deskside support team lead for the greater Atlanta area.

Bachelor'S Degree, Management Information Systems

Earned a BA in Management Information Systems

Education record

IBM Global Sales School embraces the IBM Client Value Method (CVM), which is designed to reinforce the importance of the client’s.

Bachelor Of Education (B.Ed.), Business Teacher Education

Earned a BSEd in Business Education