Technical Account Manager

As a Lenovo Infrastructure Solutions Group Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our clients and will drive a positive customer experience. The TAM develops and maintains an excellent rapport with key client contacts at multiple levels, as well as the Lenovo Sales team, to fully understand the client's needs and mutually ensure consistent and relevant communication. The TAM acts as a single point of contact for service issues, ensuring responsiveness and timely resolution. 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 client service activity and performance to the service level KPIs looking for unusual or pervasive issues and engaging other teams as necessary. The TAM must be comfortable dealing with all levels of client representatives as well as all levels of Sales and Services leadership within Lenovo. The TAM will be an active advocate for our client’s services needs within Lenovo.

Job responsibilities

• Maximizes the value of the client’s investment in Lenovo products and services throughout the end to end customer lifecycle.
• Ensures effective ownership, communication, coordination, and facilitation of service activities between the client and support teams, account teams, and field service personnel
• Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between clients, Support engineers, field service personnel, software support, investigation and analysis of product problems.
• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively.
• Uses complex analytical skills to recognize trends and improve performance. Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends.

Basic Qualifications:

• 8+ years’ experience in IT, Customer Service, Field Tech, or Account Management
• General understanding of and technical competence in Data Center technologies.

Preferred qualifications:

• Knowledge of Data Center technology, market trends, other vendor competition, sales strategies, and management principles. 
• Knowledge of hardware procedures. A common understanding of appropriate procedures for working on hardware and installing in an enterprise datacenter.
• Ability to identify sales opportunities - to take what is learned while working with the customer and turn any challenges into new opportunities for Lenovo
• Ability to participate and manage War Rooms when critical issues have been experienced, professional customer communication proficiency is key
• Excellent communication, presentation, and interpersonal skills
• Ability to effectively interact and communicate with senior executives to CxO level personnel
• Ability to build effective virtual teams and drive results through others in a complex cross-functional organization required

This position is located in Bentonville AR and requires onsite presence at the customer site.

The base salary range budgeted for this position is $98,000 - $115,000. Individuals may also be considered for bonuses and/or commissions. Lenovo’s various benefits can be found at www.lenovobenefits.com

In compliance with Colorado's EPEWA, the expected Application Deadline for this position is 6/22/2024 – this applies to both internal and external candidates.