Services Account Manager
4 weeks ago
Services Account Manager
Description:As a key member of the Lenovo services team, the Services Account Manager plays a pivotal role in supporting some of our largest and most strategic customers. This role requires building strong relationships with customers to become a trusted advisor and advocate for exceptional customer experience and satisfaction.
Responsibilities:- Act as a single point of contact for customers, ensuring timely escalation and resolution of issues.
- Collaborate with Lenovo account teams to understand business strategies and support sales engagements.
- Provide regular, comprehensive reporting of key metrics and analyze results to address issues and improve processes.
- Maximize the value of customers' investment in Lenovo products and services throughout the service contract lifecycle.
- Work with sales account teams to recommend the right set of service and support solutions based on customers' needs.
- Lead complex service delivery processes and develop creative resolutions to complex problems.
- 9+ years of relevant experience in customer-facing roles, large accounts, and industry-related fields.
- Knowledge of PC technology, market trends, 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 to effectively interact with Senior Executives and 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; any additional languages are a big plus.
- Willingness to travel (up to 30%).
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