Customer Success Manager

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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 our StoryHub.

Description and Requirements

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.

• 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. Bridges the gap between AEs, TSAs, Level 1/Premier support
• Manages technical escalations as a customer liaison
• 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.
• 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.
• 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
• 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.

Basic Qualifications:

• Bachelor’s degree.
• 8+ years in technical support, customer success, or presales.
• Strong understanding of enterprise IT infrastructure, PC hardware, and software solutions.
• Exceptional communication, presentation, and negotiation skills.
• Proven ability to manage multiple customer accounts and prioritize tasks effectively.
• Strategic thinking and problem-solving abilities in a fast-paced environment.
• Relevant certifications (e.g., ITIL, CompTIA, Lenovo certifications) would be a plus.