Technical account manager h/f

Nous sommes Lenovo. Nous faisons ce que nous disons. Nous sommes responsables de ce que nous faisons. Nous époustouflons nos clients.
Lenovo est une puissance technologique mondiale qui génère un chiffre d'affaires de 69 milliards de dollars américains, classée 196e au classement Fortune Global 500 et qui sert des millions de clients chaque jour sur 180 marchés. Axée sur une vision audacieuse visant à offrir une technologie plus intelligente à tous, Lenovo a bâti son succès en tant que plus grande entreprise de PC au monde avec un portefeuille complet d'appareils compatibles avec l'IA, prêts pour l'IA et optimisés pour l'IA (PC, postes de travail, smartphones, tablettes), d'infrastructures (serveur, stockage, edge, calcul haute performance et infrastructure définie par logiciel), de logiciels, de solutions et de services. L'investissement continu de Lenovo dans l'innovation qui change le monde construit un avenir plus équitable, plus fiable et plus intelligent pour tous, partout. Lenovo est cotée à la bourse de Hong Kong sous le nom de Lenovo Group Limited (HKSE : 992) (ADR : LNVGY).
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As a Lenovo Technical Account Manager (TAM), you will serve as a trusted customer advocate for our Premier Support customers. Combining technical knowledge with excellent communication and coordination skills, you will ensure a high-quality customer experience and smooth service delivery.

You will leverage your understanding of PC technologies-including hardware, operating systems, and networking fundamentals-to guide customers through technical challenges and collaborate with internal teams to drive resolution. Skilled in Lenovo systems, tools, and support processes, you will proactively identify opportunities to improve service quality, efficiency, and customer satisfaction.

The TAM develops and maintains strong relationships with key customer contacts at multiple levels, ensuring consistent and transparent communication. Acting as a single point of contact for all Premier Support escalations, you will monitor performance against KPIs, manage escalations, and deliver regular service reports and insights.

Comfortable working with both technical and business stakeholders, the TAM acts as an advocate for the customer within Lenovo, ensuring their technical and operational needs are clearly understood and effectively addressed.

You will be reporting to the Europe-META Premier TAM Manager.

Your Responsibilities:

- Serve as the primary point of contact for Premier Support customers, building trusted relationships across technical and executive levels.
- Act as a customer advocate by understanding clients' IT environments and business needs to drive satisfaction and accountability.
- Own and manage customer escalations, coordinating with support, engineering, field services, and product teams for timely resolution.
- Translate complex technical issues into clear action plans and deliver executive-level post-incident reports and root cause analyses.
- Leverage technical expertise in PC architecture, operating systems, networking, and hardware diagnostics to guide issue resolution.
- Proactively monitor service metrics and trends to identify recurring issues, risks, and improvement opportunities.
- Track SLAs and KPIs, preparing and presenting quarterly service performance reviews and optimization recommendations.
- Collaborate cross-functionally to drive continuous improvement, share field insights, and enhance Premier Support operations and customer experience

Key Competencies:

- Strong technical knowledge of PC technologies, including hardware, BIOS, Windows/Linux operating systems, imaging, and networking fundamentals.
- Solid understanding of incident, problem, and change management, as well as IT service delivery best practices.
- Experience in field, managed services, project management, or reporting considered an advantage.
- Advanced analytical and troubleshooting mindset, focused on identifying patterns and driving root cause resolution.
- Highly organized and self-driven, able to manage multiple priorities effectively in fast-paced environments.
- Strong collaboration skills, experienced in working within cross-functional and virtual teams.
- 3-5 years of experience in IT services, technical support, or system administration, including enterprise-level escalation or service delivery.
- Excellent communication and presentation skills, Fluent in English and French, with additional European languages as plus

What We can offer You:

- Medical Insurance
- Pension/ Retirement Plan
- Employee Referral Bonus
- Lenovo and Motorola Product Discounts
- Internal E-learning Development Platform Available for Employees
- Employee Assistance Program, e.g. for health, legal & financial consultancy
- 75% reimbursement of the public transportation cost (Paris area - Rueil Malmaison)