Technical Account Manager

4 weeks ago

Morrisville, United States Lenovo Full time
Job Description

As a Technical Account Manager at Lenovo, you will serve as a trusted advisor to our clients, developing and maintaining excellent relationships with key client contacts and the Lenovo Sales team. You will be responsible for understanding client needs and ensuring consistent and relevant communication, as well as maintaining an excellent customer experience.

The ideal candidate will have a minimum of 8 years of experience in IT, Customer Service, Field Tech, or Account Management, with a general understanding of and technical competence in Data Center technologies, specifically storage solutions. You will be knowledgeable about protocols (NFS, SMB/CIFS, Block, Object) and how they work and are used in different solutions, as well as understanding solutions and how we integrate storage into the customer environment.

You will analyze client inventory to validate entitlement, installation location, and service parts stocking, and use complex analytical skills to recognize trends and improve performance. You will also identify and lead continuous improvement activities in support of client or internal business processes.

The Technical Account Manager will be an active advocate for our client's services needs within Lenovo, maximizing the value of the client's investment in Lenovo products and services throughout the end-to-end customer lifecycle. You will lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual metrics are achieved.

Responsibilities include acting as a single point of contact and client advocate for customer escalations, owning the coordination and oversight to problem-solving efforts between clients, support engineers, field service personnel, software support, investigation, and analysis of product problems. You will develop and deliver post-incident reports on all critical support incidents, adhere to customer support plans and relationships, and provide monthly and quarterly reporting as required by customer.

The ideal candidate will have excellent communication, presentation, and interpersonal skills, with the ability to effectively interact and communicate with senior executives, customer technical and management teams. You will be able to embed yourself in the customer's environment to begin learning their processes to position Lenovo for success in support and services engagements, and identify sales opportunities to take what is learned while working with the customer and turn any challenges into new opportunities for Lenovo.

You will be able to build effective virtual teams and drive results through others in a complex cross-functional organization, with knowledge of Data Center technology, market trends, other vendor competition, sales strategies, and management principles. You will also have knowledge of customer service practices and be proficient in Microsoft Office programs (specifically Excel and PowerPoint).

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

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