Technical Account Manager – Enterprise Storage
General Information Req #
WD********
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Friday, March 22, 2024
Working time:
Full-time
Additional Locations :
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Description and Requirements 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.
Responsibilities: + Maximizes the value of the client's investment in Lenovo products and services throughout the end to end customer lifecycle.
+ 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.
+ Uses complex analytical skills to recognize trends and improve performance. Identifies and leads continuous improvement activities in support of client or internal business processes.
Basic Qualifications: + 8 + years experience in IT, Customer Service, Field Tech, or Account Management
Preferred Qualifications: + Experience with ONTAP deployment and ONTAP specific knowledge in administration or troubleshooting.
+ 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.
+ 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 wi
