Director - Customer Success

• United States of America - North Carolina - Morrisville

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

We are looking for a smart, enthusiastic, and motivated individual to join us in running an exciting new Customer Success organization. As the leader of the Lenovo Customer Success team, you will manage and own our customer relationships, our Customer’s realization of Lenovo’s value proposition and ultimately enable an effortless experience. This is a new role within Lenovo, so you will be hands-on establishing processes and defining systems as we scale our infrastructure.

You will manage a team that takes on key initial customers requiring high-touch and training as they onboard our new TruScale service offerings. Over time, your growth as a trusted advisor to our Customers and product expertise with Lenovo’s technology will position you to help our Customers best navigate their evolving environments. This is a great opportunity to learn, grow, and own a critical new aspect of Lenovo’s business.

What you'll do:

• Manage and grow a global Customer Success organization
• Be responsible for a team that Operates as Account Managers, handling customer requests – including proactive issue resolution, issue escalation, and usage trending and forecasting
• Responsible for the onboarding process for new accounts to ensure successful implementations
• Establish and maintain close relationships with clients at multiple organizational levels
• Grow, and expand customer product adoption and revenue
• Develop offering reports to communicate status of operations to customers and internal teams
• Develop a deep understanding of Lenovo’s technology to help create best practices for customer success (e.g. help create presentations, reports, etc.)
• Provide internal operations support - including coordinating across internal business functions, reconciling invoicing, optimizing and documenting workflows, contract management

Position Requirements:

• 5-7 years of people management experience in a technology company is required
• 4-5 years of account management, consulting, project management, or sales experience
• Client facing experience within a technology company is required, subscription business model experience preferred
• Demonstrated strong finance analytical capability, with experience building, analyzing, and interpreting customer data to influence stakeholder decision making
• Proven ability to manage multiple projects simultaneously with strict attention to detail
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth
• Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment
• Experience discovering key goals and steering customer stakeholders with success plans
• Exceptional communication and presentation skills (both written and verbal)
• Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops) to provide Voice of the Customer
• Extensive knowledge of Salesforce, Microsoft Office required

Preferred Qualifications:

• MBA in applicable major
• 10+ years of people management experience in an enterprise environment
• Previous Managed Services experience
• Passionate about creating value for your customers

• United States of America - North Carolina - Morrisville