Job Information
Lenovo Technical Account Manager- Enterprise Products in New South Wales, Australia
Technical Account Manager- Enterprise Products
General Information
Req #
WD00069362
Career area:
Hardware Engineering
Country/Region:
Australia
State:
New South Wales
City:
Chatswood
Date:
Thursday, September 19, 2024
Working time:
Full-time
Additional Locations :
- Australia - New South Wales - Chatswood
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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) .
Description and Requirements
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 Systems and procedures in regards to 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. The TAM acts as a single point of contact for service issues ensuring responsiveness and resolution. Utilizing the feedback from the account and knowledge built, 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 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 time line 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.
Key Responsibilities:
Relationship management:
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.
Optimization:
- Identifies and leads continuous improvement activities in support of customer or internal business processes
Support:
- Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
Collaboration:
- Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness
Key Competencies Needed:
Degree in Information Technology or Hardware Engineering or related discipline.
Eight to Ten years experience in the account support management as a focal point of contact role.
Superior knowledge of Enterprise products, PC technology, market trends, other vendor competition, sales strategies and management principles.
Ability to effectively interact and communicate with Senior executive to CXO level personnel
Excellent presentation, communications and interpersonal skills
Proficient in Microsoft office programs and PC technologies
Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
Ability to build effective virtual teams and drive results through others in a complex cross-functional organization required.
Team Involvement:
Service Delivery team
GM, Sales, Services, Marketing, Finance leaders & teams within region
Key Performance Indicators / Metrics:
KPI’s will be determined with manager and may include
Customer Satisfaction
Customer retention
Win/Losses on opportunities.
Additional Locations :
Australia - New South Wales - Chatswood
Australia
Australia - New South Wales
Australia - New South Wales - Chatswood