Lenovo

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 timeline 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
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
Collaboration - Compiles, analyzes and interprets statistical data and trends  
 

Responsibilities:

• Meet demanding customers / meet high expectations
• 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

• 4-6 years of Customer Success Role / support manager/ Business Analyst Experience

• Presentation Experience to executives
• 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