Lenovo

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 Indonesian & English skills

Required Technical Skills:

• Knowledge of Wintel platform server, storage and networking product.
• Knowledge of Microsoft Windows server and Linux server
• Knowledge of VDI and Cloud solution