Description and Requirements
As a Services Account Manager (SAM), you are a pivotal member of the Lenovo services team, supporting some of our largest and most strategically valued customers. You will be responsible for a portfolio of select accounts and will be the single point of contact relating to services. You will build relationships within the account(s) to become a trusted advisor, fully committed to achieving best in class customer experience and satisfaction.
Leveraging various Lenovo services resources; you will ensure timely escalation resolution and drive proactive initiatives to help promote optimal system health and customer satisfaction and growing opportunities within the account. You will also be required to provide detailed customer reporting with agreed onsite service reviews to discuss performance metrics, process improvement initiatives and identify any services opportunities.
You will be reporting to our WW Manager SAM for Global Accounts and will be expected to collaborate closely with Lenovo account teams to better understand the business strategy and support sales Accounts leading to further growth.
Your main Responsibilities are to:
• Be dedicated to your account(s) and provide customer advocacy, escalation management, and coordination of resources between the customer organization and Lenovo
• Provide regular, comprehensive reporting of key metrics, analyze the results, then proactively work with your customer to address issues and improve processes
• Maximize the value of the customer’s investment in Lenovo products and services throughout the lifecycle of the service contract
• Be an expert Lenovo Services resource and trusted advisor, work with your sales account team to recommend the right set of service and support solutions based on your customer’s need
• Lead complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and effectively managed Qualifications.
What we expect from you:
• 5+ years relevant experience (customer facing, large accounts, industry related)
• Knowledge of PC technology, market trends, other vendor competition, sales strategies, and management principles
• Understanding of/successful performance against SLAs. Good organization skills, experience in managing multiple initiatives simultaneously within a demanding and changing environment
• Excellent presentation, communication and interpersonal skills with ability to effectively interact and communicate with Senior Executives to CXO level personnel
• IT business process certification (ITIL, Six Sigma) is a plus
• Data visualization tool experience, such as Power Bi, QLIK, Salesforce
• Excellent MS Office skills (Word, Excel, Etc)
• Strong Service Delivery understanding
• Business fluent English and German
What Lenovo can offer You:
1. An open and stimulating environment within one of the most forward-thinking IT companies
2. An international team with a high focus on Gender Diversity
3. Attractive compensation package and Performance based rewards
4. Employee Share Purchase Plan
5. Employee Assistance Program, for health, legal & financial consultancy
6. Internal E-learning Development Platform Available for Employees
7. Specialized Development Trainings (based on nomination process)
8. Opportunity to Join/Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.)
At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too
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