Technical Account Manager

Lenovo - Morrisville, NC

Full-time - Mid Level

Morrisville, NC

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Technical Account Manager (TAM) at Lenovo is responsible for developing and maintaining strong relationships with key customer contacts, ensuring effective communication and service delivery. The role involves monitoring service performance against established KPIs, managing service requests, and acting as a single point of contact for customer escalations. The TAM will also analyze service metrics and trends to implement improvements and ensure customer satisfaction throughout the lifecycle of Lenovo products and services.

Responsibilities

• Develop and maintain rapport with key customer contacts at multiple levels.
• Monitor service activity and performance against service level KPIs.
• Act as a single point of contact for service issues, ensuring responsiveness and resolution.
• Oversee open service requests and work orders to successful conclusions.
• Collaborate with Technical Team Leads and Support Specialists to optimize SLA adherence.
• Maximize customer investments in Lenovo products and services throughout the lifecycle.
• Facilitate effective communication among support teams, account teams, and customers.
• Serve as the main contact for customer escalations, coordinating problem-solving efforts.
• Develop and deliver post-incident reports for critical support issues.
• Utilize analytical skills to identify trends and implement performance improvements.
• Design and implement proactive maintenance initiatives based on data trends.
• Lead complex service delivery processes and ensure contractual commitments are met.

Requirements

• 2+ years of experience in project management, program management, or escalation management.
• 2+ years of experience in IT, customer service, field tech, or account management.
• 2+ years of experience working collaboratively in teams.

Nice-to-haves

• Excellent presentation, communication, and interpersonal skills.
• Proficient in Microsoft Office and knowledgeable in PC technologies.
• Strong organizational abilities and experience managing multiple initiatives.
• Capability to recognize trends and develop strategies for improvement.

Benefits

• Competitive salary
• Full-time employment
• Opportunities for professional development
• Inclusive work environment