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 EMEA Premier TAM Manager.


Key Responsibilities:

• Act as the primary point of contact for Premier Support customers, building and maintaining strong relationships at both technical and executive levels.
• Serve as a trusted customer advocate, understanding each customer’s IT environment and business needs.
• Maximize customer satisfaction by driving proactive communication and ensuring responsiveness and accountability from all involved teams.

Technical Expertise & Escalation Management

• Own and manage customer escalations, coordinating with technical support, field services, engineering, and product teams to ensure swift issue resolution.
• Ensure consistent troubleshooting coordination, translating complex issues into clear action plans for both technical and non-technical stakeholders.
• Deliver post-incident reports and root cause analyses for executive-level escalations.
• Leverage technical understanding of PC architecture, operating systems, networking, and hardware diagnostics to support and guide resolution.

Proactive Support & Prevention

• Monitor key service metrics and trends to identify recurring issues and improvement opportunities.
• Drive best practices adoption based on customer insights, data analytics, and industry benchmarks.

Optimization & Reporting

• Track service delivery against SLAs and KPIs, preparing and presenting regular service performance reviews.

Collaboration & Continuous Improvement

• Collaborate with cross-functional Lenovo teams to influence and implement service improvements and participate in internal projects to enhance customer experience.

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Qualifications & Experience:

• 3–5 years of experience in IT services, technical support, or system administration.
• Experience managing technical escalations or service delivery for enterprise customers.
• Ability to perform basic technical diagnostics and communicate effectively with technical teams.
• Project management and/or reporting experience. Field Services or Managed Services background is an advantage.
• Fluent in Spanish and English; additional European languages are a plus