[LPS] Client Success Partner
3 days ago
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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).
Description and Requirements
Client Success Partner
– This role is a trusted advisor and advocate for our strategic clients, responsible for driving adoption, expansion, and renewal of our services. This role requires a deep understanding of our offerings, our clients' businesses, and the ability to build strong, long-lasting relationships. The ideal candidate possesses a proven track record in client success, service delivery, and account management within a complex technology, SaaS environment or Systems Integrator environment.
You will:
Develop a deep understanding of client needs and objectives:
Conduct thorough onboarding to understand clients' business goals, challenges, and key performance indicators (KPIs).
Proactively identify opportunities to leverage our services to address client needs and drive business value.
Maintain regular communication with key client stakeholders to build rapport and stay informed about evolving needs.
Drive adoption and utilization of our services:
Develop and execute adoption plans tailored to each client's specific requirements.
Provide ongoing training, support, and guidance to ensure clients maximize the value of our services.
Monitor service utilization and identify areas for improvement.
Proactively address any roadblocks or challenges hindering adoption.
Identify and pursue expansion opportunities:
Develop a deep understanding of our product roadmap and identify opportunities to upsell or cross-sell relevant services.
Collaborate with sales and product teams to develop and present compelling expansion proposals.
Negotiate and close expansion deals that deliver mutual value.
Secure timely renewals and minimize churn:
Proactively manage the renewal process, ensuring clients are satisfied with our services and understand the value they deliver.
Identify and mitigate any potential churn risks.
Negotiate and secure renewal agreements that meet both client and company objectives.
Oversee service delivery and ensure client satisfaction:
Act as the primary point of contact for service-related inquiries and issues.
Collaborate with internal teams to ensure timely and effective resolution of client issues.
Monitor service performance and identify areas for improvement.
Proactively gather client feedback and identify opportunities to enhance service delivery.
You Bring:
MBA or Bachelor Degree in Computer Science, Information Technology, or a related field
With 20 years of proven success in client success, account management, or service delivery roles, preferably within a Systems Integrator, technology or SaaS company
Experience with CRM software (e.g., Salesforce) and project management tools
Ability to build rapport and establish trust with senior-level client stakeholders
Ability to translate technical concepts into business value and articulate the ROI of our services
Excellent communication and presentation skills
Strong problem-solving and analytical skills
Proactive and results-oriented
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