Technical Account Manager

Lenovo - Morrisville, NC

Full-time - Mid Level

Morrisville, NC

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

As a Lenovo Infrastructure Solutions Group Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our clients. 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, and maintain an excellent customer experience. The TAM acts as a single point of contact for service issues, ensuring responsiveness and timely resolution. Utilizing feedback from the account and gained knowledge, 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.

Responsibilities

• Maximizes the value of the client's investment in Lenovo products and services throughout the end to end customer lifecycle.
• Evangelizes Lenovo products with customer teams.
• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual metrics are achieved.
• Acts as a single point of contact and client advocate 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.
• Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships.
• Provides monthly and quarterly reporting as required by customer.
• Uses complex analytical skills to recognize trends and improve performance.
• Identifies and leads continuous improvement activities in support of client or internal business processes.
• Analyzes client inventory to validate entitlement, installation location, and service parts stocking.

Requirements

• Minimum 8 years experience in IT, Customer Service, Field Tech, or Account Management.
• General understanding of and technical competence in Data Center technologies, specifically storage solutions.
• Knowledge of protocols (NFS, SMB/CIFS, Block, Object) how they work and how they are used in different solutions.
• Understanding solutions and how we integrate storage into the customer environment.
• An understanding of appropriate procedures for working on hardware and installing in an enterprise datacenter.
• Someone that can follow technical instructions & diagrams and has the confidence to perform hardware replacements of internal components.
• Knowledge of how a storage device that is not internal to a server functions in the enterprise.
• Understands how it connects to Domains, how it presents storage, how it integrates with cloud architecture, and the difference between file and block.
• Knowledge of multi-component storage devices and can distinguish between SAS cables, DAC cables, Fibre Cables, and Ethernet cables.
• Networking knowledge to know how subnets, broadcast domains, VLANs, and routes work.
• Familiarity with how switches work and are configured.

Nice-to-haves

• Excellent communication, presentation, and interpersonal skills - ability to effectively interact and communicate with senior executives, customer technical and management teams.
• Ability to embed themselves in the customer's environment to begin learning their processes to position Lenovo for success in support and services engagements.
• 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 organizational skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
• Project management experience preferred.
• Ability to build effective virtual teams and drive results through others in a complex cross-functional organization.
• Knowledge of Data Center technology, market trends, other vendor competition, sales strategies, and management principles.
• Knowledge of customer service practices.
• Proficient in Microsoft office programs (specifically Excel and PowerPoint).
• Experience with ONTAP deployment and ONTAP specific knowledge in administration or troubleshooting.