Strategic Customer Services Liaison
3 weeks ago
About the Role
We are seeking a skilled Strategic Customer Services Liaison to join our Lenovo services team. As a pivotal member of our team, you will support our largest and most strategic customers, building relationships to become a customer services advocate and trusted advisor. Your goal will be to achieve best-in-class customer experience and satisfaction.
As a Strategic Customer Services Liaison, you will leverage Lenovo services teams and resources to ensure timely escalation resolution and drive proactive initiatives to promote optimal install base health. You will also be required to provide detailed customer reporting with agreed service delivery reviews to discuss performance metrics, process improvement initiatives, and identify services opportunities.
Responsibilities:
- Provide exceptional Lenovo services experience to customers
- Act as a dedicated point of contact for customer advocacy, escalation management, and coordination of resources between the customer organization and Lenovo
- Develop and maintain comprehensive reporting of key metrics, analyzing results, and proactively working with customers 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
- Collaborate with sales account teams to recommend the right set of service and support solutions based on customer needs
- Lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and effectively managed
Requirements:
- 9+ years of relevant experience in customer-facing roles, large accounts, and industry-related areas
- Knowledge of PC technology, market trends, other vendor competition, sales strategies, and management principles
- Understanding of SLAs and successful performance against them
- Good organizational skills, experience in managing multiple initiatives simultaneously in a demanding and changing environment
- Excellent presentation, communication, and interpersonal skills, with the 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 is a must, with any additional languages being a big plus
- Willingness to travel (up to 30%)
Key Qualifications:
- Strong customer service skills and experience
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment
- Strong organizational and time management skills
- Ability to travel up to 30%
Additional Locations:
- India - Karnātaka - Bangalore
- India - Karnātaka - BANGALORE
- India
- India - Karnātaka
- India - Karnātaka - Bangalore
- India - Karnātaka - BANGALORE
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