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Premier Technical Account Manager

Company: Lenovo
Location: Raleigh
Posted on: June 14, 2019

Job Description:

* 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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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 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.

Day to Day Responsibilities:
Relationship:
- 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 advocate.
- Ensure 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:
- 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 problems.
- 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 performance.

Prevention:
- 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.

Optimization:
- Assist with continuous improvement activities in support of customer or internal business processes.

Support:
- Assist with complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively.

Collaboration:
- Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness.

Position Requirements:
Key Requirements:
1+ years in a customer facing or account management role.
Excellent presentation, communications and interpersonal skills.
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.

Previous experience:
Project management
Teamwork
Financial understanding
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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