Lenovo

Job Description:

• Act as a Single Point of Contact for customer’s concerns and issues
• Act as the customer escalation point for customer business critical events and major incidents.
• Build and maintain customer relationship.
• Coordinate with Lenovo support teams and delivery partners in other geographies to support customer.
• Drive delivery teams to ensure services are delivered according to the contractual requirement in the most cost effective manner.
• Early identification of customer satisfaction issue and develop Service Improvement Plan to address the issue.
• Prepare and conduct the Service Review Meeting, including the publication of Performance reports, Meeting minutes, and Action Plan.
• Develop and maintain Account Support Plan, including contents such as customer contact list, customer IT environment (inventory) and configuration, service level objective, key process and operation procedures and etc.
• Responsible for Relationship customer account satisfaction (CSAT score)
• Creating account specific knowledge base documents
• Managing SLA and other Key service metrics on weekly / monthly basis
• Integrate either Lenovo or external service provider to resolve issues for clients
• Identifies any cost saving opportunities and drives cost saving plans. Drive Cost reduction Key service metrics 

Required Experience:

• Bachelor's degree in Computer Science, Diploma, Engineering, or Business Administration
• 7-10 years’ experience in service delivery, managing services delivery partners and managing customer satisfaction
• At least 3 years’ experience in working with clients
• Ability to manage multiple complex customer situations at the same time
• Excellent interpersonal and communications skills
• Excellent oral and written English skills
• Hands on experience on x86 servers, storage, VMware, Linux and Windows servers
• At least 5 years’ experience in server & storage maintenance services
• At least 2 years’ experience in Account management