Technical Account Manager

Description and Requirements

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 Lenovo Services, you will be responsible for driving the customer experience. TAM develops and maintains an excellent rapport with key customer contacts at multiple levels; ensuring consistent and relevant communication. For this position, the TAM closely monitors service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. In this role, managing the daily backlog of service requests and orders to successful conclusion is the primary KPI.

The TAM also acts as a single point of contact for service issues ensuring responsiveness and resolution. 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. They will be an active advocate for our customers’ services needs within the business.

Key Responsibilities :

• Manage Open Service Request and Orders to successful conclusion.
• Collaborates with Technical Team Lead to optimize SLA adherence and performance.
• 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.
• 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.
• Develops and coordinates proactive maintenance initiatives based on industry’s best practices and statistical data trends.
• 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.
• Prevention - requires a general understanding of and technical competence in PC technologies.
• Support - leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively.

Basic Qualifications :

Preferred Qualifications :

This position is based in our Morrisville, NC office and follows Lenovo’s Hybrid Work Model. Eligible employees may work remotely up to two days per week, with the remaining days spent on-site at their assigned office, subject to business needs.