Description and Requirements
- Single Point of Contact for customer's concerns and issues, business critical events and major incidents for the region till problem resolution.
- Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touch points.
- Build and maintain customer relationship and coordinate with Lenovo support teams and delivery partners in other geographies to support customer.
- Own and drive teams to ensure services are delivered according to the contractual requirement in the most cost-effective manner.
- Early identification of customer satisfaction issue and develop Service Improvement Plan to address the issue.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews and track open issues till closure.
- Develop and maintain Account Support Plan, including contents such as customer contact list, customer IT environment (inventory) and configuration, service level objective, key process and operation procedures and etc.
- Responsible for Relationship customer account satisfaction (CSAT score)
- Good understanding of all customer dissatisfaction issues, with the ability to analyze and deep dive the root cause, and constantly seek ways to improve the process or systems to minimize occurrences and enhance good experience.
- Manage the performance of Service Partners and ensure that Service Levels and scope of work are achieved accordingly.
- Managing SLA and other Key service metrics on weekly / monthly basis
- Identifies any cost saving opportunities and drives cost saving plans. Drive Cost reduction Key service metrics
Required Experience:
- Bachelor's degree in Computer Science, Engineering, or Business Administration
- 15+ years experience in service delivery, managing services delivery partners and managing customer satisfaction.
- At least 3 years experience in working with clients
- Ability to manage multiple complex customer situations at the same time
- Excellent interpersonal and communications skills
- Excellent oral and written English skills
- Hands on experience on x86 servers, storage, VMware, Linux and Windows servers
- At least 5 years experience in server & storage maintenance services
- At least 2 years experience in Account management
