Anz Premier Technical Account Manager - Chatswood, Australia - Lenovo

Lenovo

Verified Company

Chatswood, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

General Information:

Req #
WD Career area:

Services

Country/Region:
Australia
State:
New South Wales
City:
Chatswood

- Date:

Wednesday, June 7, 2023
Working time:
Fulltime

Additional Locations:

Australia

New South Wales
Chatswood

Why Work at Lenovo:

_We are Lenovo. We do what we say. We own what we do. We WOW our customers._
Lenovo is a US $70 billion global Fortune 500 company where we rank #171. We are a leader in providing innovative consumer, commercial and enterprise technologies. Serving customers in more than 160 countries.
At Lenovo, we value Innovation, Entrepreneurship, Team Work & Serving our Customers. If you strongly align yourself with our culture & belief, you are at the right place. Check out what we offer and build a rewarding career with us
- _ A multitude of professional and personal development opportunities._
- _ Competitive _remuneration_ & Benefits_
- _ Access to various training_s_
- _ Performance-based rewards_
- _ An international team with a high focus on diversity & inclusion_
- _ Hybrid working environment,_ one of the most forwarding thinking IT companies._
- and a lot of fun: We like to celebrate our successes

Description and Requirements:

Technical Account Manager - Premier Support

As a 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).

Key Responsibilities

Relationship management:

Maximizes the value of the customer's investment in Lenovo products and services throughout the end to end customer lifecycle.
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.

Optimization:

Identifies and leads continuous improvement activities in support of customer or internal business processes

Support & Collaboration:

Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness.

Key Competencies Needed:

Superior knowledge of 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 selfstarter 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 crossfunctional organization required.
Team Involvement:
Service Delivery team, GM, Sales, Services, Marketing, Finance leaders & teams within region.

Development Opportunities:

Snr Services Account Manager
Services Delivery Manager
Services Sales Executive

Qualifications: