Description and Requirements
Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. To find out more visit ,and read about the latest news via our .
As a Lenovo Technical Account Manager (TAM), you will serve as a trusted advisor to our customers who have purchased Premier Support.
You will be responsible to drive the customer experience and overall satisfaction. The TAM develops and maintains an excellent rapport with key customer contacts at multiple levels ensuring consistent and relevant communication. The TAM acts as a single point of contact for service issues ensuring responsiveness and resolution. Able to utilize the feedback from the account and knowledge built, the TAM works existing processes to improve efficiency, quality and reduce the cost of service delivery, setting up new processes as needed.
The TAM closely monitors service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. 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.
Day-To-Day Responsibilities:
Relationship:
Escalation management:
Prevention:
Optimization:
Support:
Collaboration:
In this role, you will be reporting to a Premier TAM Manager.
Key Competencies Needed:
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