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BriefCase

Key Account Delivery Manager Job in Lenovo India

Key Account Delivery Manager

Lenovo India 19 hours ago
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Job Summary Job Description: As a Key Account Delivery Manager (KADM) at Lenovo, you will be a customer-facing resource within the services operation, responsible for ensuring exceptional service delivery to commercial customers. You will drive incident resolution, manage escalations, and enhance service excellence through collaboration with internal teams and field service partners. By proactively engaging with customers and utilizing a predictive mindset, you will work to increase customer loyalty and satisfaction while identifying potential revenue opportunities. 1.1.1. Responsibilities: 1. Service Delivery Management: Drive service delivery to commercial customers, ensuring incidents and service calls are addressed promptly. Manage escalation mitigation and ensure resolutions are provided in a timely manner. 2. Customer Engagement and Loyalty: Proactively engage with customers to understand their needs and increase their satisfaction and loyalty. Drive customer retention through value-added services and joint efforts with the sales team to address issues and manage expectations. 3. Field Service Partner Management: Manage field service partners in the assigned territory, ensuring KPIs are met through field visits, reviews, and cadences. 4. Collaboration with Internal Teams: Coordinate with delivery verticals, support teams, and business/product teams to align on customer delivery plans and resolve issues effectively. Conduct customer interactions, including QBRs, service clinics, and CXO engagements, to build strong relationships and drive service excellence. 5. Proactive Problem Solving: Leverage a solution-seeking mindset to predict customer issues and address them before they escalate. Drive faster turnaround times (TAT) and ensure operational efficiency by focusing on key metrics such as RMA, repeat repairs, and parts consumption. 6. Learning and Knowledge Sharing: Participate in technical resolution discussions with customers, sharing insights and learnings to improve service delivery in similar situations. 1.1.2. Key Performance Indicators (KPIs): Maintain and grow Customer Satisfaction (CSAT) scores. Drive faster turnaround times (TAT) for service requests. Optimize operational parameters including RMA, repeat repairs, and parts consumption. Improve field service productivity and order closure ratio with field partners. 1.1.3. Candidate Requirements: Experience: 8+ years in service delivery, with at least 5 years of hands-on experience managing large enterprise, global, or SMB accounts. Field Service Management: Proven track record in managing field service partners and resources. Stakeholder Management: Ability to build and maintain relationships with key stakeholders, ensuring alignment with customer needs. Analytical Skills: Strong ability to structure thoughts and actions based on data analysis and customer feedback. Education: Preferably an Engineering graduate with a PGDBA/MBA from a reputable institution. Technical Knowledge: Knowledge of computer hardware, workstations, servers, and related technology is a plus. 1.1.4. Why Work at Lenovo: At Lenovo, we are committed to delivering smarter technology for all. As a global leader with over $57 billion in revenue, we offer a dynamic and inclusive work environment where innovation drives success. Working at Lenovo means working at the forefront of technology and delivering solutions that make a difference. If you're ready to be part of our journey, join us in shaping the future of technology and enhancing customer experiences.
Qualification :
Preferably an Engineering graduate with a PGDBA/MBA from a reputable institution.
Experience Required :

Minimum 8 Years

Vacancy :

2 - 4 Hires

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