Technical Account Manager (m/f/d)

at  Lenovo

Essen, Nordrhein-Westfalen, Germany - 00000

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate30 Nov, 2020Not Specified31 Aug, 2020N/ATeamwork,Financial UnderstandingNoNo
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Description:

Position Description:
As a Lenovo Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our customers who have purchased Premier Support. Being skilled in the Lenovo Systems and procedures in regards to services, you will be responsible to drive the customer experience. The TAM develops and maintains an excellent rapport with key customer contacts at multiple levels; ensuring consistent and relevant communication.
The TAM acts as a single point of contact for service issues ensuring responsiveness and resolution. Utilising 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 time line 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 Responsibilities:

  • Relationship:
  • Maximizes the value of the customer’s investment in Lenovo products and services throughout the end to end customer lifecycle. The TAM manages customer escalations and acts as the customer’s advocate.
  • Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
  • Escalation management:
  • Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, 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,
  • Uses complex analytical skills to recognize trends and improve performance.
  • Prevention:
  • Requires a general understanding of and technical competence in PC technologies.
  • Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends
  • Optimization:
  • Identifies and leads continuous improvement activities in support of customer or internal business processes
  • Support:
  • Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
  • Collaboration:
  • Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness

Position Requirements:

Key Competencies Needed:

  • Superior knowledge of PC technology, market trends, other vendor competition, sales strategies and management principles.
  • Ability to effectively interact and communicate with Senior executive to CXO level personnel
  • Excellent presentation, communications and interpersonal skills
  • Proficient in Microsoft office programs and PC technologies
  • Excellent organisation skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
  • Ability to build effective virtual teams and drive results through others in a complex cross-functional organisation required.
  • Business Fluent German and English

Position Requirements: Previous Experience:

  • Previous IT/T Services experience.
  • Field Services practical experience
  • Project management
  • Teamwork
  • Financial understanding

Does it sound interesting? Please check this article to see what our team says on Lenovo Premier Support team: https://bit.ly/3bcl2pu
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class

How To Apply:

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Responsibilities:

  • Relationship:
  • Maximizes the value of the customer’s investment in Lenovo products and services throughout the end to end customer lifecycle. The TAM manages customer escalations and acts as the customer’s advocate.
  • Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
  • Escalation management:
  • Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, 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,
  • Uses complex analytical skills to recognize trends and improve performance.
  • Prevention:
  • Requires a general understanding of and technical competence in PC technologies.
  • Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends
  • Optimization:
  • Identifies and leads continuous improvement activities in support of customer or internal business processes
  • Support:
  • Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
  • Collaboration:
  • Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectivenes


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Outsourcing/Offshoring

IT - Hardware / Telecom / Technical Staff / Support

Customer Service

Graduate

Proficient

1

Essen, Germany