Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

• Develop and execute strategic plans for improving customer satisfaction, loyalty and retention.
• Develop a professional relationship with key customer stake holders (executive level) and act as a single point of contact for the customer for all issues and challenges relating to the service.
• Intimately understand the customer business, future plans and strategy to be able to provide additional services and value, thereby expanding the services footprint.
• Work with and / or coordinate multiple Service Delivery Managers dedicated to a common engagement or a small number of large/highly complex customer projects/deliverables.
• Develop and put forward both tactical and strategic initiatives and / or service improvement plans to accelerate contract value to bookings, to allow earlier revenue recognition.
• Work closely with sales teams to ensure customer requirements are met and that sales commitments are fulfilled.
• Drive the continuous margin improvement programs, including an annual contract value growth.
• Ensure a great customer experience to gain contract renewals.
• Drive strategic initiatives that will improve effectiveness and client delivery in addition to improving employee engagement and motivation.
• Cost reduction within the program without sacrificing customer satisfaction
• Ensure correct governance & reporting is carried out on a regular cadence
• Ensure global lifecycle management - catalogue creation/management, product availability and/or constraint alerts
• Works with Lenovo Services in aggregating and delivering customer health data (break fix analysis, service history reports) for Quarterly business reviews with the Account executive.
• Ensure technical and related action items and oversees root cause analysis and seek ways to improve customer experience. Bridges the gap between Account Executives, Technical Solution Architects and Level 1/Premier support.
• Ensures the technical escalations are managed through the Support organisation while cases flow through the various support functions; business-impacting technical challenges, intercompany systems, etc. and act as internal Customer advocate to deliver the 'as a service' outcomes.
• Manage customer complaints and escalations related to delivery, and work to resolve them quickly and efficiently
• Establish and assure adherence to budgets, schedules, work plans, and performance requirements.

• 5 - 8+ years of strategic technology experience in a sales, customer success or customer support role
• Strong financial, analytical and problem-solving skills. Proactively identify and resolve strategic issues that may impair the team's ability to meet strategic, financial, and technical goals.
• Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment
• Strong executive presence with ability to manage through high intensity, high pressure scenarios Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
• Experience in Reporting at Daily/Weekly/Fortnightly to various stake holders (Team and Senior Management).
• Deep understanding of the technology stack and support the needs of various engineering teams.
• Strong delivery track record with experience collaborating in a globally distributed team.
• Should be able to facilitate client workshops using techniques such as design thinking, Report on program performance to stakeholders and internal higher management
• Very good understanding on ITIL framework, preferably certified.
• Excellent communication skill
• Bachelor's degree in a business-related field.
• Excellent leadership and customer service skills.
• Strong customer service, project management, and quality control skills.
• Good resource planning skills.
• Strong teamwork skills and attention to detail.