Lenovo

Summary As a Services Account Manager (SAM), you are a pivotal member of the Lenovo services team, supporting some of our largest and most strategic customers. The SAM will be the single point of contact relating to services for a select portfolio of accounts and will build relationships to become a customer services advocate and trusted advisor, fully committed to achieving best in class customer experience and satisfaction.

By leveraging Lenovo services teams and various resources you will ensure timely escalation resolution and drive proactive initiatives to help promote optimal install base health. You will also be required to provide detailed customer reporting with agreed service delivery reviews to discuss performance metrics, process improvement initiatives and identify any services opportunities.

The SAM will also be expected to collaborate closely with Lenovo account teams to better understand the business strategy and support sales engagements leading to further growth.

Responsibilities:

• Global, single point of contact committed to ensuring an exceptional Lenovo services experience
• Dedicated to your account(s) and provide customer advocacy, escalation management, and coordination of resources between the customer organization and Lenovo
• Provide regular, comprehensive reporting of key metrics, analyze the results, then proactively work with your customer to address issues and improve processes
• Maximizes the value of the customer’s investment in Lenovo products and services throughout the lifecycle of the service contract
• An expert Lenovo Services resource and trusted advisor, work with your sales account team to recommend the right set of service and support solutions based on your customer’s need
• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and effectively managed Qualifications.

• 5+ years relevant experience in customer facing environment managing large accounts
• Knowledge of PC technology, market trends, other vendor competition, sales strategies, and management principles
• Understanding of/successful performance against SLAs
• Good organization skills, experience in managing multiple initiatives simultaneously within a demanding and changing environment
• Excellent presentation, communication and interpersonal skills with ability to effectively interact and communicate with Senior Executives to CXO level personnel
• IT business process certification (ITIL, Six Sigma) is a plus
• Data visualization tool experience, such as Power Bi, QLIK, Salesforce
• Excellent MS Office skills (Word, Excel, Etc)
• Strong Service Delivery understanding
• Business fluent English is a must. Any additional languages would be a big plus.
• Willingness to travel (up to 30%)