Lenovo

As a Lenovo Infrastructure Solutions Group Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our clients. The TAM develops and maintains an excellent rapport with key client contacts at multiple levels, as well as the Lenovo Sales team, to fully understand the client's needs and mutually ensure consistent and relevant communication, and maintain an excellent customer experience.

The TAM acts as a single point of contact for service issues, ensuring responsiveness and timely resolution. Utilizing feedback from the account and gained knowledge, 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 client service activity and performance to the service level KPIs looking for unusual or pervasive issues and engaging other teams as necessary.

The TAM must be comfortable dealing with all levels of client representatives as well as all levels of Sales and Services leadership within Lenovo. The TAM will be an active advocate for our client’s services needs within Lenovo.

Responsibilities:

• Maximizes the value of the client’s investment in Lenovo products and services throughout the end to end customer lifecycle. Evangelize Lenovo products with customer teams.
• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual metrics are achieved. Acts as a single point of contact and client advocate for customer escalations and owns the coordination and oversight to problem solving efforts between clients, support engineers, field service personnel, software support, investigation and analysis of product problems.
• Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships. Provides monthly and quarterly reporting as required by customer.
• Uses complex analytical skills to recognize trends and improve performance. Identifies and leads continuous improvement activities in support of client or internal business processes
• Analyzes client inventory to validate entitlement, installation location, and service parts stocking.

Technical requirements:

• ​Minimum 8 years experience in IT, Customer Service, Field Tech, or Account Management
• General understanding of and technical competence in Data Center technologies, specifically storage solutions.
• Knowledge of protocols (NFS, SMB/CIFS, Block, Object) how they work and how they are used in different solutions.  Understanding solutions and how we integrate storage into the customer environment.
• An understanding of appropriate procedures for working on hardware and installing in an enterprise datacenter. Someone that can follow technical instructions & diagrams and has the confidence to perform hardware replacements of internal components.
• Knowledge of how a storage device that is not internal to a server functions in the enterprise. Understands how it connect to Domains, how it presents storage, how it integrates with cloud architecture, and the difference between file and block.
• Knowledge of multi-component storage devices and can distinguish between SAS cables, DAC cables, Fibre Cables, and Ethernet cables.
• Networking knowledge to know how subnets, broadcast domains, VLANs, and routes work.  Familiarity with how switches work and are configured.