Premier Technical Account Manager
Posted on: June 14, 2019
* Job ID #: 72704
* Location: USA-NC-Raleigh
* Functional Area: Customer Service
* Facility: Corporate Office
* Relocation Provided: No
* Education Required: Bachelors Degree
* Experience Required: 1 - 3 Years
* Travel Percent: 0.00
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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
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:
- Maximize 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
- Ensure effective ownership, communication, coordination, and
facilitation of support service activities between the Customer and
support teams, account teams, field service personnel, and
- Act 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
- Develop and deliver post incident reports on all critical support
incidents, adhere to customer support plans and relationships.
- Use complex analytical skills to recognize trends and improve
- Demonstrate a general understanding of and technical competence
in PC technologies.
- Develop and coordinate proactive maintenance initiatives based on
industry best practices and statistical data trends.
- Assist with continuous improvement activities in support of
customer or internal business processes.
- Assist with complex service delivery processes, develop creative
resolutions to complex problems, and ensure contractual support
service deliverables are understood and managed effectively.
- Compile, analyze and interpret statistical data and trends
relating to service level and operational effectiveness.
1+ years in a customer facing or account management role.
Excellent presentation, communications and interpersonal
Excellent organization skills, must be a self-starter who has
experience in managing multiple initiatives simultaneously in a
demanding and changing environment.
Ability to work effectively with virtual teams and drive results in
a complex cross-functional organization.
Knowledge of PC technology, market trends, other vendor
competition, sales strategies and management principles.
Proficient in Microsoft office programs and PC technologies.
IT, Customer Services, Field Tech or Account Management
We are an Equal Opportunity Employer and do not discriminate
against any employee or applicant for employment because of race,
color, sex, age, national origin, religion, sexual orientation,
gender identity, status as a veteran, and basis of disability or
any other federal, state or local protected class.
Keywords: Lenovo, Raleigh , Premier Technical Account Manager, IT / Software / Systems , Raleigh, North Carolina
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