IT Services Customer Success Specialist - Ciudad de México - Lenovo

Lenovo

Empresa verificada

Ciudad de México

hace 4 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

General Information:

Req #
WD Career area:

Services

Country/Region:
Mexico
State:
Distrito Federal
City:
Mexico D

F- Date:

Tuesday, April 18, 2023
Working time:
Full-time

Additional Locations:

Mexico

Distrito Federal
Mexico D

.F.

Why Work at Lenovo:

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We're not just a US$70 billion revenue Fortune Global 500 company, we're one of Fortune's Most Admired. We're transforming the world through intelligent transformation, offering the world's most complete portfolio of smart devices, infrastructure, and solutions.

With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that's missing? Wellyou...

Description and Requirements:

As a Lenovo IT Services Customer Success Specialist (ITSCSS), you will have the opportunity to serve as a trusted advisor to our customers who have purchased Premier Support.

Being skilled in the Lenovo Services, you will be responsible to drive the customer experience.

The ITSCSS develops and maintains an excellent rapport with key customer contacts at multiple levels, ensuring consistent and relevant communication.

Day to Day
Relationship/Escalation Management - Act as the customer advocate

Help drive success and change through SMS Team

Prevention

Develops and coordinates proactive support initiatives

Optimization

Leads continuous improvement activities

Support

Leads complex service delivery processes and navigates contractual support service deliverables

Collaboration

Compiles, analyzes, and interprets statistical data and trends

Responsibilities:

Meet demanding customers / meet high expectations
Create custom processes and procedures.
Help drive change and success through the SMS team
Create Customer level reporting, MBRs, QBRs and custom reports.
Act as single point of contact for operational issues in a crossfunctional matrix environment.
Coordinate technical issues and customer needs.
Coordinate and conduct weekly conference calls to provide status reports to customer (high level executives).
Create and present quarterly reports to customers with analysis of customer's support needs.
Write processes and procedures for customized support services.
Act as business driver to improve customer's and internal operations.
Provide customers with updates on hot or escalated issues.
Project manage customer facing projects and internal advanced service improvements.
Interact with customers and then go back to internal teams and prioritize service and analyze how the issue can be resolved
Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal personnel.
Understand customer's internal business functions and culture.
Identify, build, and maintain relationships with customer's internal management.
Lead continual improvement strategies to optimize customer's perceptions of service and support.
Understand customer's business, vertical market trends, financial complexities, and monetary flow.

Position Requirements

36 years of Customer Success Role / support manager/ Business Analyst Experience
Presentation Experience to C level executives (CIO, CFO, VP, etc.)
Strong comprehension of English & Spanish in speaking and correspondence
2+ years Data analyzing data trends and making suggestions for performance improvements
Expert level in Excel (pivot tables, macros, reporting, organizing Data, spreadsheet manipulation)
Proven critical thinking, proactivereactive, take initiatives and decisionmaking skills
External / Internal Customer facing experience
Customer Service
Conflict Management
Analytical and Trend analysis
Communication/Presentation
Public speaking experience comfortable presenting in front of execs
PM experience
Hands on hardware repair
Excellent writing skills
Detailoriented
Selfmotivated and organized
Provide updates in a timely manner
Be a customer advocate internally to provide meaningful updates
Proficient in MS Office
Excel/Outlook/Power Point
Strong customer service skills
De-Escalation /Soft Skills