General Information

Req #
WD00034854
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Thursday, July 7, 2022
Working time:
Full-time
Additional Locations: 
* Morrisville - North Carolina - United States of America

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

As a Lenovo Customer Success Manager (CSM), you will have the opportunity to serve as a trusted advisor to our customers in Smart Managed Solutions & Digital Workspace Solutions (DWS). Being skilled in the Lenovo Services, you will be responsible to drive the customer experience.  The CSM develops and maintains an excellent rapport with key customer contacts at multiple levels, ensuring consistent and relevant communication.

  • 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
  • Help Lead and collaborate with other Customer Success Managers
  • Create Processes to improve processes for entire Smart Managed Solutions Team.
  • Collaboration - Compiles, analyzes, and interprets statistical data and trends  

Responsibilities:

  • Meet demanding customers / meet high expectations
  • Lead/Coordinate and Guide Customer Success Managers.
  • Collaborate with other Global Teams to improve processes and coordinate global projects
  • Coordinate
  • Act as single point of contact for operational issues in a cross-functional matrix environment.
  • Coordinate technical issues and customer needs.
  • Coordinate and conduct weekly conference calls to provide status reports to customer (high level executives).
  • Create and present quarterly reports to customers with analysis of customer’s support needs.
  • Write processes and procedures for customized support services.
  • Act as business driver to improve customer’s and internal operations.
  • Provide customers with updates on hot or escalated issues.
  • Project manage customer facing projects and internal advanced service improvements.
  • Interact with customers and then go back to internal teams and prioritize service and analyze how the issue can be resolved
  • Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal personnel.
  • Understand customer’s internal business functions and culture.
  • Identify, build and maintain relationships with customer’s internal management.
  • Lead continual improvement strategies to optimize customer’s perceptions of service and support.
  • Understand customer’s business, vertical market trends, financial complexities and monetary flow.



Basic Requirements:

  • 4-6 years of Customer Success Role / support manager/ Business Analyst Experience
  • Presentation Experience to C level executives (CIO, CFO, VP, etc.)
  • Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge.
  • 2+ years Data analyzing data trends and making suggestions for performance improvements

Preferred Requirements: 

  • Expert level in Excel (pivot tables, macros, reporting, organizing Data, spreadsheet manipulation)
  • Proven critical thinking, proactive-reactive, take initiatives and decision-making skills
  • External / Internal Customer facing experience
    •  Customer Service
    •  Conflict Management
    •  Analytical and Trend analysis
    •  Communication/Presentation
    •  Public speaking experience – comfortable presenting in front of execs
    •  PM experience
    •  Hands on hardware repair
    •   Excellent writing skills
    •  Detail-oriented
    •  Self-motivated and organized
    •  Provide updates in a timely manner
    •  Be a customer advocate internally to provide meaningful updates
    •  Proficient in MS Office
    •  Excel/Outlook/Power Point
    •  Strong customer service skills
    •  DE scalation/Soft Skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

* Morrisville - North Carolina - United States of America