Key Account Delivery Manager

6 days ago

Pune, Maharashtra, India Lenovo Full time

Job Description and Requirements

Position Description & Responsibilities:

The Key Account Delivery Manager is a customer-facing resource within the Lenovo services operation, reporting into the Head of Services Delivery & Customer Engagement. This role is responsible for delivering services to commercial customers, driving response and resolutions to incidents/service calls reported, and managing field service partners in the assigned territory.

Candidate should be able to deliver the highest level of customer delight and add value in customer retainer programs, work jointly with sales teams and cross-function to resolve customer issues and set right expectations on service delivery. Demonstrate a "solution-seeking and providing" mindset. Ability to sense revenue opportunities with customers would be considered an asset.

Key Scope of Work:

  • Coordinate with delivery verticals, support teams through systematic interlocks, reporting, and analysis.
  • Alignment with the BU/Product teams to understand the business impact and formulate delivery plans for customers.
  • Focus on key and potential accounts, proactively through engagement actions including QBRs, Service Clinics, CXO engagements, etc.
  • Drive increased F2F contacts with customers, participate in technical resolution discussions, and leverage learnings to other similar situations.
  • Manage field partners & field resources to attain service delivery KPIs through field visits, cadences, and reviews.

Measurable KPIs:

  • Maintain/Grow CSAT scores
  • Drive faster TAT
  • Operational parameters: RMA, Repeat Repairs, Parts Consumption
  • FSE productivity & Order closure ratio (field partner)

Candidate Requirements:

  • 8+ years of experience in the space of "Services Delivery" out of which 5 years should be hands-on experience at managing large enterprise/Global/SMB accounts.
  • Proven track record to build and maintain key stakeholder connects with large enterprise/Global/SMB customers.
  • Field Service Partner Management experience
  • Ability to structure thoughts & actions based on learnings, information gathering, and analysis.
  • Education Qualification – Preferably an Engineering graduate with PGDBA/MBA (From institutions of repute).
  • Knowledge of computer hardware technology/workstations/Servers etc would be a plus.

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