As a Lenovo Technical Account Manager (TAM), you will serve as a trusted customer advocate for our Premier Support customers. Combining technical knowledge with excellent communication and coordination skills, you will ensure a high-quality customer experience and smooth service delivery.
You will leverage your understanding of PC technologies—including hardware, operating systems, and networking fundamentals—to guide customers through technical challenges and collaborate with internal teams to drive resolution. Skilled in Lenovo systems, tools, and support processes, you will proactively identify opportunities to improve service quality, efficiency, and customer satisfaction.
The TAM develops and maintains strong relationships with key customer contacts at multiple levels, ensuring consistent and transparent communication. Acting as a single point of contact for all Premier Support escalations, you will monitor performance against KPIs, manage escalations, and deliver regular service reports and insights.
Comfortable working with both technical and business stakeholders, the TAM acts as an advocate for the customer within Lenovo, ensuring their technical and operational needs are clearly understood and effectively addressed.
You will be reporting to the EMEA Premier TAM Manager.
Key Responsibilities
- Act as the primary point of contact for Premier Support customers, building and maintaining strong relationships at technical and executive levels.
- Serve as a trusted customer advocate, understanding each customer’s IT environment, business needs, and maximizing satisfaction through proactive communication and accountability.
- Own and manage customer escalations, coordinating with technical support, field services, engineering, and product teams for swift resolution.
- Coordinate troubleshooting efforts, translating complex technical issues into clear action plans for both technical and non-technical stakeholders.
- Deliver post-incident reports and root cause analyses for executive-level escalations.
- Leverage technical expertise in PC architecture, operating systems (Windows, Linux), networking, and hardware diagnostics to support and guide issue resolution.
- Monitor key service metrics and trends to identify recurring issues and improvement opportunities, driving best practices adoption using customer insights, data analytics, and industry benchmarks.
- Track service delivery against SLAs and KPIs, preparing and presenting quarterly service performance reviews.
- Identify and implement process improvements, automation, and efficiency gains for both customers and internal operations.
- Collaborate with cross-functional Lenovo teams (Engineering, Support, Product, Quality, Sales) to ensure service excellence and share onsite field insights to influence service improvements.
- Participate in internal projects aimed at enhancing Premier Support operations and customer experience.
- Demonstrate strong technical understanding of PC technologies, including hardware, BIOS, imaging, and networking fundamentals.
- Apply knowledge of incident, problem, and change management, and service delivery best practices.
Qualifications & Experience
- 3–5 years of experience in IT services, technical support, or system administration.
- Experience managing technical escalations or service delivery for enterprise customers.
- Ability to perform basic technical diagnostics and communicate effectively with technical teams.
- Project management and/or reporting experience. Field Services or Managed Services background is an advantage.
- Fluent in German and English; additional European languages are a plus
