Job Description
Description and Requirements
The TAM acts as a single point of contact for service issues ensuring responsiveness and resolution. Utilizing the feedback from the account and knowledge built, the TAM works existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed. The TAM closely monitors service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly). The TAM must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. The TAM will be an active advocate for our Customers’ services needs within the business.
TAM responsibilities will include but not be limited to the following: