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Summary
To maintain smooth and productive operations, it's essential to enhance data center efficiency, anticipate future IT challenges, and develop long-term implementation plans. Lenovo's Technical Account Management (TAM) service helps maximize technology investment and provides the insights needed to ensure business stays on track for the future. This service is designed to maintain and improve the health and availability of the data center environment. Technical Account Manager, will serves as a single point of contact to expedite service requests, provide operational updates, and furnish reports to track incidents over time.
Key Responsibilities
- Act as a Single Point of Contact for customer's concerns and issues.
- Act as the customer escalation point for customer business critical events and major incidents.
- Monitor accounts to ensure system running with optimal performance
- Build and maintain customer relationship and perform account management activities.
- Coordinate with Lenovo support teams and delivery partners to support customer.
- Early identification of customer satisfaction issue and develop Service Improvement Plan to improve customer service experience.
- Act as the middle-man to support organization so as to ensure client escalations are resolved in due time
- Prepare and conduct the Service Review Meeting, including the publication of Performance reports, Meeting minutes, and Action Plan.
- 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.
- Understand customer business requirement and identify account growth opportunities.
- Capture every opportunity to grow the business and relationship with customer.
- Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers
Required Experience
- Bachelor's degree in Computer Science, Engineering, or Business Administration
- At least 5 years experience in maintenance services
- At least 3 years experience in project management
- 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
- Experience in managing partners and vendors in an international environment
- Ability to make right decisions based on strong analytical reasoning skills
- Excellent interpersonal skills that build positive relationships with other team members
- Strong ability to organize work schedule and time to ensure deadlines are always met
- Excellent oral and written Bahasa Malay English skills.
- Candidate with Bahasa Indonesia language fluency also considered.
- Ability to travel within Malaysia and ASEAN countries, minimum travel of 10-25%
Required Technical/Reporting Skills
- Knowledge of Wintel platform server, storage and networking product.
- Knowledge of Microsoft Windows server and Linux server
- Knowledge of VDI and Cloud solution
- Ability to articulate technical information and KPI data into excellent reporting such as Incident/Management Report, Root Cause Analysis report and KPI Business Review Report
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