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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).
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Description and Requirements
As a Lenovo Infrastructure Solutions Group Sr. Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our clients and will drive a positive customer experience. The TAM works existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed. The TAM closely monitors client service activity and performance to the service level KPIs looking for unusual or pervasive issues and engaging other teams as necessary. The TAM must be comfortable dealing with all levels of client representatives as well as all levels of Sales and Services leadership within Lenovo. The TAM will be an active advocate for our client's services needs within Lenovo.
Job responsibilities
- Maximizes the value of the client's investment in Lenovo products and services throughout the end to end customer lifecycle.
- Ensures effective ownership, communication, coordination, and facilitation of service activities between the client and support teams, account teams, and field service personnel
- Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between clients, Support engineers, field service personnel, software support, investigation and analysis of product problems.
- Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively.
- Uses complex analytical skills to recognize trends and improve performance. Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends.
- Manages end to end RFP and PoC processes
Requirements
- 8+ years' experience in IT, Customer Service, Field Tech, or Account Management
- Advanced understanding of and technical competence in Data Center technologies.
- Knowledge of Data Center technology, market trends, other vendor competition, sales strategies, and management principles.
- Knowledge of hardware procedures. A common understanding of appropriate procedures for working on hardware and installing in an enterprise datacenter.
- Ability to identify sales opportunities - to take what is learned while working with the customer and turn any challenges into new opportunities for Lenovo
- Ability to effectively interact and communicate with senior executives to CxO level personnel
- Ability to travel both domestic and abroad
- Valid driving license
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* Turkey