ANZ Premier-Technical Account Manager

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Description and Requirements

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. Utilizing 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.

Key Responsibilities:

Relationship management:

• 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

Key Competencies Needed:

• Degree in Information Technology or Hardware Engineering or related discipline.

• Eight to Ten years experience in the account support management as a focal point of contact role.

• Superior knowledge of Enterprise products, 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 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.

Team Involvement:

• Service Delivery team

• GM, Sales, Services, Marketing, Finance leaders & teams within region

Key Performance Indicators / Metrics:

KPI's will be determined with manager and may include

• Customer Satisfaction

• Customer retention

• Win/Losses on opportunities.

Additional Locations:

• Australia - New South Wales - Chatswood