Technical Account Manager
Lenovo Hong Kong Limited
- Company Industries：Information Technology
Job Information
- Post Date：2022-06-17
- Location：Quarry Bay
- Yr(s) of Exp：4 years
- Employment Type：Full Time
- Job Function：Information Technology (IT) Support
- Benefits：Five-day work week
Job Description
About the Role:
As a Lenovo Technical Account Manager (TAM), you will serve as a trusted advisor to our customers who have purchased Premier Support.
You will be responsible to drive the customer experience and overall satisfaction. 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. Able to utilize the feedback from the account and knowledge built, the TAM works existing processes to improve efficiency, quality and reduce the 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 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. He or she will be an active advocate for our Customers’ services needs within the business.
Day-To-Day Responsibilities:
Relationship:
- Able to maximize 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.
- 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
In this role, you will be reporting to a Premier TAM Manager.
Key Competencies Needed:
- Superior knowledge of PC technology, market trends, vendor competition. Strong understanding on sales strategies and management principles.
- Ability to effectively interact and communicate with different levels of people
- Excellent presentation, communications and interpersonal skills
- Proficient in Microsoft Office programs and PC technologies
- Excellent organization 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 organization required.
Company Info
Lenovo creates and builds exceptionally engineered personal technology, but we are much more than a tech company. We are defining a new way of doing things as a next generation global company. That means we are years ahead of the game in terms of understanding what it will take to win 5, 10 years from now.
Formed by Lenovo Group’s acquisition of the former IBM Personal Computing Division, Lenovo builds on its dominant position in China to grow globally. The expansion from East to West – such as by introducing our newest products in China and then spreading across
the globe – is a new way of viewing the world, one we believe will be the way of the future.
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