SEED Project Escalation Manager Explorer

Issued by IBM

This badge earners have explorer-level knowledge needed to start managing escalated and concession-related cases, as well as interacting with clients. The badge earners have basic knowledge on escalation management, CSP, concession tools, Agile methodology, and client-facing skills - including dealing with difficult clients, negotiation, virtual collaboration. They also understand IBM Strategy.

Type Validation
Level Foundational
Time Years
Cost Free

Additional Details

Skills

Earning Criteria

Must be an employee of IBM
Completed the SEED PEM Explorer level roadmap – all required learning activities and additional badges
Completed education or training from a mentor (buddy)
Completed the multi-dimensional assessments – 3 quizzes in the roadmaps to be passed with more than 80% score (include an assessment on basic Managed Escalation Case (MEC) knowledge, Resolution of MECs, and Required soft skills)
Escalation manager experience in the last 6 months
Completed successful showcase of the usage of three skills when handling cases. Used the PEM guidance downloadable form to present structured evidence submission for escalation and project management activities
Feedback from manager or mentor (buddy) obtained. Stakeholder feedback may be provided as a proof as well
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Standards

SEED Program

The SEED initiative was inspired by feedback from both IBMers and Clients, motivated by our mutual desire to provide service excellence! After extensive research, the idea for the "SME" structure materialized. The right person, with the right competence, at the right time.