General Information

Req #
WD00034854
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Wednesday, November 2, 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

At Lenovo, we are focused on a bold vision to deliver smarter technology and service for all, we are developing world changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!

As a Lenovo Customer Success Manager (CSM), 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 CSM develops and maintains an excellent rapport with key customer contacts at multiple levels, ensuring consistent and relevant communication. The CSM acts as a single point of contact for service issues ensuring responsiveness and resolution. Utilizing the feedback from the account and knowledge built, the CSM works existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed. The CSM 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 timeline required (weekly/monthly/quarterly). The CSM 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.

This role is located at our headquarters in Morrisville, NC and will be required to work in-office 3 days per week. 


Responsibilities:

  • Meet demanding customers / meet high expectations while acting as a business driver to improve both customer’s and internal operations.
  • Lead/coordinate and guide other Customer Success Managers.
  • Collaborate and coordinate with other Global Teams to improve processes and coordinate global projects
  • Act as single point of contact for operational issues in a cross-functional matrix environment.
  • 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.
  • 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.
  • Understand customer’s business, vertical market trends, financial complexities, and monetary flow.

Basic Qualifications: 

  • 4-6 years of Customer Success Role / support manager/ Business Analyst Experience
  • 1-3 years of experience presenting to C level executives (CIO, CFO, VP, etc.)
  • 1-3 years of technical support experience; knowledge of both PC hardware and software troubleshooting methods
  • 2+ years of data analyzing experience specifically having the ability to analyze data trends and make recommendations for improvement using this data

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
  • Excellent customer service skills
  • Conflict Management skillset
  • Effective communication skills at all levels – written and verbal
  • Project management experience
  • Hands on hardware repair
  • Detail-oriented
  • Self-motivated and organized
  • Proficient in MS Office (Excel/Outlook/PowerPoint
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.

TO BE DELETED - Multiple Cities (OLD)
* Morrisville - North Carolina - United States of America