Lenovo

Client Success Partner – This role is a trusted advisor and advocate for our strategic clients, responsible for driving adoption, expansion, and renewal of our services. This role requires a deep understanding of our offerings, our clients' businesses, and the ability to build strong, long-lasting relationships. The ideal candidate possesses a proven track record in client success, service delivery, and account management within a complex technology, SaaS environment or Systems Integrator environment.

You will:

• Develop a deep understanding of client needs and objectives:
• Conduct thorough onboarding to understand clients' business goals, challenges, and key performance indicators (KPIs).
• Proactively identify opportunities to leverage our services to address client needs and drive business value.
• Maintain regular communication with key client stakeholders to build rapport and stay informed about evolving needs.
• Drive adoption and utilization of our services:
• Develop and execute adoption plans tailored to each client's specific requirements.
• Provide ongoing training, support, and guidance to ensure clients maximize the value of our services.
• Monitor service utilization and identify areas for improvement.
• Proactively address any roadblocks or challenges hindering adoption.
• Identify and pursue expansion opportunities:
• Develop a deep understanding of our product roadmap and identify opportunities to upsell or cross-sell relevant services.
• Collaborate with sales and product teams to develop and present compelling expansion proposals.
• Negotiate and close expansion deals that deliver mutual value.
• Secure timely renewals and minimize churn:
• Proactively manage the renewal process, ensuring clients are satisfied with our services and understand the value they deliver.
• Identify and mitigate any potential churn risks.
• Negotiate and secure renewal agreements that meet both client and company objectives.
• Oversee service delivery and ensure client satisfaction:
• Act as the primary point of contact for service-related inquiries and issues.
• Collaborate with internal teams to ensure timely and effective resolution of client issues.
• Monitor service performance and identify areas for improvement.
• Proactively gather client feedback and identify opportunities to enhance service delivery.

You Bring:

• MBA or Bachelor Degree in Computer Science, Information Technology, or a related field
• With 20 years of proven success in client success, account management, or service delivery roles, preferably within a Systems Integrator, technology or SaaS company
• Experience with CRM software (e.g., Salesforce) and project management tools
• Ability to build rapport and establish trust with senior-level client stakeholders
• Ability to translate technical concepts into business value and articulate the ROI of our services
• Excellent communication and presentation skills
• Strong problem-solving and analytical skills
• Proactive and results-oriented