Technical Account Manager

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Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit and read about the latest news via our StoryHub.

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 businesses 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.

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.
• 35 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)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.