Description and Requirements
As a Service Delivery Project MGR at Premier Support, 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, to develops and maintains an excellent rapport with key customer contacts at multiple levels ensuring consistent and relevant communication. He or she will be an active advocate for our customers services needs within the business, participate in welcoming new customers to Premier support, and/or promoting Premier support with potential customers (along with Sales Reps).
Closely monitors service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. He or She will be able to identify improvement opportunities related with CX, escalation management, and/or quality of repair at the Field (ASP & Logistics performance).
As well, will be responsible of drive improvements on Premier KPIs & CX. He or She will promote initiatives that will be defined, presented, approved, and deployed following a project management methodology. Inlcuiding follow-up and measure the impact of the initiatives implemented.
Day to Day
Relationship/Escalation Management – Act as the customer advocate
Prevention – Develops and coordinates proactive support initiatives
Optimization – Leads continuous improvement activities
Support – Leads complex service delivery processes and navigates contractual support service deliverables
Collaboration – Compiles, analyzes and interprets statistical data and trends
Responsibilities:
* Act as business driver to improve customer’s and internal operations.
* Write processes and procedures for customized support services
* Lead continual improvement strategies to optimize customer’s perceptions of service and support
* Coordinate and conduct conference calls to provide status reports to customer
* Provide customers with updates on hot or escalated issues
* Interact with customers and then go back to internal teams and prioritize service and analyze how the issues can be resolved
* Understand customer’s internal business functions and culture
* Meet demanding customers / meet high expectations
* Project manage customer facing projects and internal advanced service improvements
Position Requirements
* 6 years of Customer Success Role / Project Management / Field Service Delivery experience
* External / Internal Customer facing experience
* Customer Service
* Conflict Management
* Analytical and Trend analysis
* Communication/Presentation
* Strong customer sat and customer service gap analysis skills-ability to apply knowledge
* Proven critical thinking, proactive-reactive, take initiatives and decision-making skills
* Experience on service partner management related with on-site service delivery
We value:
* Experience on project management related with field service support, cost savings, logistics improvement, or customer experience improvement
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