The Technical Account Manager (TAM) acts as a single point of contact for service issues, ensuring responsiveness and timely resolution. Utilizing 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 client service activity and performance to the service level KPIs looking for unusual or pervasive issues and engaging other teams as necessary.

The TAM must be comfortable dealing with all levels of client representatives as well as all levels of Sales and Services leadership within Lenovo. The TAM will be an active advocate for our client’s services needs within Lenovo.

Job responsibilities include:

1. Client Relationship Management

• Act as the primary technical point of contact between the client and Lenovo, ensuring smooth communication.
• Develop long-term relationships with clients to better understand their needs and challenges.
• Serve as a technical advisor, providing recommendations and best practices regarding storage solutions.

2. Technical Support and Troubleshooting

• Provide proactive and reactive support to clients regarding their storage infrastructures.
• Diagnose and resolve complex technical issues related to storage (hardware, software, networks, etc.).
• Coordinate with engineering teams to resolve high-level issues and ensure fast response times.

3. Implementation and Configuration

• Assist with the implementation of storage solutions, ensuring client expectations regarding performance and availability are met.
• Configure and optimize storage systems based on the client's specific needs (e.g., cloud storage, SAN, NAS, etc.).

4. Monitoring and Performance

• Monitor the performance of implemented storage solutions, ensuring that the system operates efficiently and meets service level agreements (SLA).
• Analyze performance metrics and make recommendations to improve efficiency and storage capacity.

5. Storage Infrastructure Optimization

• Help clients optimize their storage infrastructures to improve performance, reduce costs, and ensure future scalability.
• Propose updates and improvements to storage solutions based on technological trends and evolving client needs.

6. Training and Education

• Provide technical training to clients on how to manage and maintain their storage solutions.
• Create and deliver technical documentation, guides, and best practices to ensure clients can operate their storage infrastructure efficiently.

7. Project Management

• Coordinate projects related to the implementation or upgrade of storage solutions.
• Work with other teams (such as sales, support, and development) to ensure alignment between client expectations and project deliverables.

8. Long-term Planning

• Help clients plan the evolution of their storage infrastructure, aligning future needs with emerging technological capabilities.
• Provide recommendations for continuous improvement and innovation in the use of storage technologies.

9. Risk and Security Assessment

• Ensure storage solutions are secure and comply with applicable regulations.
• Provide guidance on data protection, disaster recovery, and business continuity.

10. Reporting and Feedback

• Generate periodic reports on the state of the storage system, resolved issues, and the overall health of the client environment.
• Gather client feedback to identify areas for improvement and provide feedback to the product or development team.

Required Skills:

• Excellent communication, presentation, and interpersonal skills - ability to effectively interact and communicate with senior executives.
• Ability to build relationships with existing customer technical and management teams.
• Ability to embed themselves in the customer’s environment to begin learning their processes to position Lenovo for success in support and services engagements
• Ability to identify sales opportunities - to take what is learned while working with the customer and turn any challenges into new opportunities for Lenovo
• Ability to participate and manage War Rooms when critical issues have been experienced, professional customer communication proficiency is key
• Excellent organizational skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment. Project management experience preferred.
• Ability to build effective virtual teams and drive results through others in a complex cross-functional organization required
• Knowledge of Data Center technology, market trends, other vendor competition, sales strategies, and management principles.
• Knowledge of customer service practices​
• Proficient in Microsoft office programs (specifically Excel and PowerPoint)

Technical requirements:

• ​Minimum 10 years experience in IT, Customer Service, Field Tech, or Account Management
• General understanding of and technical competence in Data Center technologies, specifically storage solutions.
• In-depth knowledge of storage technologies (SAN, NAS, cloud storage, software-defined storage, etc.).
• Experience with popular storage platforms such as Dell EMC, NetApp, HPE, IBM, and cloud storage solutions.
• Skills in project management, technical problem-solving, and effective communication with clients.
• Leadership abilities and teamwork with other departments to ensure client expectations are met.
• Knowledge of protocols (NFS, SMB/CIFS, Block, Object) how they work and how they are used in different solutions. Understanding solutions and how we integrate storage into the customer environment.
• Knowledge of hardware procedures. A common understanding of appropriate procedures for working on hardware and installing in an enterprise datacenter. Someone that can follow technical instructions & diagrams and has the confidence to perform hardware replacements of internal components.
• Knowledge of how a storage device that is not internal to a server functions in the enterprise. Understands how it connect to Domains, how it presents storage, how it integrates with cloud architecture, and the difference between file and block.
• Knowledge of multi-component storage devices and can distinguish between SAS cables, DAC cables, Fibre Cables, and Ethernet cables.
• Networking knowledge to know how subnets, broadcast domains, VLANs, and routes work. Familiarity with how switches work and are configured.
• Ability to take direction from Lenovo Product Engineer when reseating components, power cycling, etc. of systems in the data center
• Experience with ONTAP deployment and ONTAP specific knowledge in administration or troubleshooting preferred.