Position Description: Position Description: Lenovo is one of the fastest growing technology companies on the planet, with growth outpacing our competition quarter after quarter and we’re growing! Lenovo’s fundamental belief is that life rewards those who Never Stand Still. Every day, every employee at Lenovo is focused on moving forward, rejecting traditional limits, and always seeking a better way. We are looking for the person who challenges the ordinary and has an unstoppable drive to elevate customer satisfaction. Our customers not only need to believe in our solutions, but believe in the company behind the product. You could be the critical player on the frontline ensuring the vision created jointly with our clients is delivered. Lenovo’s Technical Client Advisory team is looking for a passionate and highly skilled Customer Success Manager (CSM) devoted to our US Commercial strategic accounts. This position proactively works with client stakeholders serving as the technical focal in post-sales activities. The CSM will serve as a strategic partner capturing the vision set forth by the Account Executive (AE) and Trusted Solution Architect (TSA) and ensuring the technology value proposition is realized. The ideal candidate possesses a combination of high technical aptitude, complex project management skills and customer obsession. Technical • Acts as advisor for all technical aspects of the Lenovo enterprise portfolio (pc, servers, storage, networking, and software) during and after onboarding • Manages the technical side and related action items of all customer projects post-sale through his/her advanced technical skills. Conducts root cause analysis and seek ways to improve customer experience. Bridges the gap between AEs, TSAs, Level 1/Premier support • Manages technical escalations as a customer liaison while cases flow through the various support functions- pervasive issues, business impacting technical challenges, detailed imaging questions, etc. • Critical Situation Management – ensure proper documentation and triages critical technical support escalations across geos if needed. Serves as the internal voice of the customer to translate their business challenges into actionable support resolutions and ensures client prioritization. Provides proactive updates to customers on status via regular cadence calls. • Trusted advisor to clients with technical resources – web, bulletin board updates, essential firmware/bios updates, etc. • Provides input on technical direction and strategy through continued focus on IT trends. Project Management- • Knowledgeable of Lenovo support systems across different geographies and serves as a proactive conduit to apply resolutions in other geos. Serves as liaison between AEs (U.S.) and other geographies • Develops and maintains consistent and effective communications with client stakeholders and across the Lenovo strategic accounts team • Ensures successful onboarding via spearheading or delivering training and customer experience days. • Educates the client on all the Lenovo support resources and processes. • Services and supports international requirements and operationally facilitates and advises on global customer solutions. Customer Support Skills- • Supports Customer KPIs and Lenovo KPIs. • Single point of contact for post-sale customer issues outside of the U.S. from all angles – procurement, fulfillment, and support • Cross functional collaboration with local account teams, GSC and Service/support teams outside of the U.S. • Assist with global lifecycle management – catalog creation/management, product availability and/or constraint alerts • Serves as the lead in aggregating and delivering customer health data (break fix analysis, service history reports) for Quarterly business reviews with the Account executive. • Possesses strong business and technical acumen to identify opportunities to upsell advanced services and solutions to solve future customer business challenges. • Administers client surveys and shares back results to our CX strategy teams to drive CSAT improvements • Recognizes and articulates complex problems related to customer requirements • Applies creativity and judgment in developing multiple solutions related to customer-related issues • The CSM serves as the internal voice of the customer while working with other Lenovo teams and partners to exceed customer expectations. This individual's performance is based on specific metrics associated with customer satisfaction, adoption, expansion & retention. This is a highly visible role reporting directly into our North America head of Technical Client Advisory and matrixed to Senior Sales leaders. #### Position Requirements: Position Requirements: We are looking for a candidate with at least 10 years of experience in a technical role either in presales, customer success or customer support along with the following skills: • Extensive knowledge of the Intelligent Devices space and relevant trends. • Hardware deployment/management best-practices knowledge required • Excellent communication skills with ability to understand complex technical problems, simplify the explanation and facilitate expeditious resolutions. • Previous experience as a sales or customer facing technical project engineer in PC industry highly desired. • Must be able to work under high pressure situations and multi-task exceptionally. • Comfortable establishing credibility with line of business decision makers and influencers at large multi-national customers • Leadership skills with ability to inspire others to achieve a common objective • Superior organizational skills and project/time management abilities • Excellent execution skills and assertiveness to follow through on behalf of customer across Lenovo departments • The highest level of integrity and an unwavering sense of client first thinking Education and Qualifications / Skills and Competencies: · Bachelor equivalent: minimum requirement We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.