Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub. Description and Requirements
As a Services Account Delivery, you are a pivotal member of the Lenovo services team, supporting some of our largest and most strategically valued customers. This role will be assigned and responsible for a portfolio of select accounts within a specific area, region, or division with site locations as specified in the account service plan. This position will be the single point of contact relating to services and will build relationships within the account(s) to become a customer services advocate and 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.
This role will also be expected to collaborate closely with Lenovo account teams to better understand the business strategy and support sales Accounts leading to further growth.
Responsibilities:
• Global, single point of contact committed to ensuring an exceptional Lenovo services experience
• 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
• Maximizes the value of the customer’s investment in Lenovo products and services throughout the lifecycle of the service contract
• 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
• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and effectively managed Qualifications.
Requirements:
• 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, PPT, Etc.)
• Strong Service Delivery understanding
• Business fluent English and local language is a must. Any additional languages would be a big plus.