NA ISG Services Customer Success Advocate

General Information

Req #

WD00071137

Career area:

Services

Country/Region:

United States of America

State:

North Carolina

City:

Morrisville

Date:

Wednesday, September 11, 2024

Working time:

Full-time

Additional Locations :

• United States of America - North Carolina - Morrisville

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) .

Description and Requirements

The Customer Success Advocate (CSA) will proactively monitor service cases to identify potential issues and prevent customer escalations. They will work with all the members of the NA Service Delivery team to address issues in the cases they've identified as well as recommend process improvements.

The CSA will work with Services Sales on complex bids to ensure that Lenovo Services will be able to deliver the contracted services and delight our customers. They will manage the delivery of our multi-vendor service offering, reviewing key performance metrics and monitoring cases to ensure a high level of performance and customer satisfaction.

Basic Qualifications:

• Bachelor’s degree in computer science, information technology, or related field; or equivalent work experience

• 7-10 years of experience in IT, Customer Service or Operations, preferably in the High-Tech industry. Customer facing experience preferred.

• 5+ years of experience working in a customer facing role

• 5+ year of client management experience

Preferred Qualifications:

• Excellent communication, presentation, and interpersonal skills. Ability to communicate effectively and develop strong working relationships across multiple functional organizations, including sales, engineering, services, and finance. Ability to communicate effectively to our customers and deal with critical issues impacting them.

• Excellent organizational skills - must be a self-starter who can manage multiple initiatives simultaneously in a demanding and changing environment. Project management experience preferred.

• Strong analytical skills. Ability to recognize trends and propose corrective actions.

• Experience managing vendors, driving them to achieve key metrics and managing issues to ensure an excellent customer experience.

• Knowledge of Data Center Technology preferred.

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations :

• United States of America - North Carolina - Morrisville

• United States of America

• United States of America - North Carolina

• United States of America - North Carolina - Morrisville