Premier Support - Technical Account Manager (Raleigh, NC)

| Raleigh-Durham, NC
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Why Work at Lenovo
Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.
And we go big. No, not big-huge.
We're not just a US$70 billion revenue Fortune Global 500 company, we're one of Fortune's Most Admired. We're transforming the world through intelligent transformation, offering the world's most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions-not just the select few-experience our version of a smarter future.
The one thing that's missing? Well... you...
Description and Requirements
Position Description:
As a Lenovo Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our customers who have purchased Premier Support. Being skilled in the Lenovo Services, you will be responsible to drive the customer experience. The TAM develops and maintains an excellent rapport with key customer contacts at multiple levels; ensuring consistent and relevant communication.
For this position, the TAM closely monitors service activity and performance to the service level KPI's, escalating issues to appropriate teams and service providers. In this role, managing the daily backlog of service request and orders to successful conclusion is the primary KPI.
The TAM also acts as a single point of contact for service issues ensuring responsiveness and resolution. Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly).
The TAM must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. He or she will be an active advocate for our customers' services needs within the business.
Job Responsibilities:
- Manage Open Service Request and Orders to successful conclusion.
- Collaborates with Technical Team Lead to optimize SLA adherence and performance
- Maximizes the value of the customer's investment in Lenovo products and services throughout the end-to-end customer lifecycle. The TAM manages customer escalations and acts as the customer's advocate.
- Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
Escalation management
- Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.
- Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships
- Uses complex analytical skills to recognize trends and improve performance.
Prevention:
- Requires a general understanding of and technical competence in PC technologies.
- Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends
Support:
- Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
Basic Requirements: • BA/BS degree in IT, or equivalent expereince• 2+ year of Microsoft office programs and PC technologies experience
Preferred Requirements:• Project management / Program Manager / Escalation Management Experience• Teamwork experience• IT, Customer Services, Field Tech or Account Management• Ability to effectively interact and communicate with Senior executive to CXO level personnel• Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment• Excellent presentation, communications, and interpersonal skills• Knowledge of PC technology
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, status as a veteran, and basis of disability or any federal, state, or local protected class.
Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo's US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo's accommodation process.
* Morrisville - North Carolina - United States of America
More Information on Lenovo
Lenovo operates in the Hardware industry. The company is located in Bellevue, WA, Santa Clara, CA, Davie, FL, Morrisville, NC, Whitsett, NC, Chicago, IL, Fort Wayne, IN and Carmel, IN. Lenovo was founded in 1984. It has 40921 total employees. To see all 290 open jobs at Lenovo, click here.
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