Lenovo

Job Description:

As a Lenovo IT Services Customer Success Specialist (ITSCSS) , you will have the opportunity to serve as a trusted advisor to our customers who have purchased Premier Support. Being skilled in the Lenovo Services, you will be responsible to drive the customer experience. The ITSCSS develops and maintains an excellent rapport with key customer contacts at multiple levels, ensuring consistent and relevant communication.

Day to Day

Relationship/Escalation Management – Act as the customer advocate

• Help drive success and change through SMS Team
• Prevention – Develops and coordinates proactive support initiatives
• Optimization – Leads continuous improvement activities
• Support – Leads complex service delivery processes and navigates contractual support service deliverables
• Collaboration - Compiles, analyzes, and interprets statistical data and trends  

Responsibilities:

• Meet demanding customers / meet high expectations
• Create custom processes and procedures.
• Help drive change and success through the SMS team
• Create Customer level reporting, MBRs, QBRs and custom reports.
• 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.

Position Requirements

• 3-6 years of Customer Success Role / support manager/ Business Analyst Experience

• Presentation Experience to C level executives (CIO, CFO, VP, etc.)
• Strong comprehension of English & Spanish in speaking and correspondence
• 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
• 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-Escalation /Soft Skills