We are Lenovo. We do what we say. We own what we do. We WOW our customers.
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.
【ポジションの概要/職務内容】
- 当社のSolution and Service Groupが展開をするサービスを長期(目安:6か月以上~複数年)契約するお客様向けに、ITサービスマネジメントのベストプラクティスに基づく継続的なサービス改善を推進・実現し、お客様との信頼関係を強化し、サービスビジネスのさらなる成長に貢献。ならびに、Lenovo Managed Service(PC運用のライフサイクルサポート。具体的にはPC本体(デバイス)管理、セキュリティ運用、ヘルプデスク、様々なデバイスおよびインフラ運用管理、DaaS(Device as a Service)の運用サポート等)のビジネス推進支援やお客様への長期間に渡るエンゲージメントをテクニカル面も含め担当します。
- テクニカルのインシデントや問題発生時、エスカレーションがあった際の窓口としてサービス事業部内の各部門と連携や、グローバルチームとも必要に応じて支援を依頼し、お客様向けの改善支援の推進
- テクニカル面だけでなく、お客様のビジネス目標や課題を理解し、その目標に対する課題解決の支援、お客様と設定・合意したSLA/KPIの管理・改善、インシデントレポート作成
- Lenovo Managed Serviceについてのお客様満足度評価を向上する為に、積極的かつプロアクティブに施策の企画・実施
- 月次・四半期サポート作成・レビュー(MBR/QBR)などの通じて、お客様へのサービス状況を報告
【必要スキル-必須】
- エンタープライズお客様向けのカスタマーサクセスマネージャー、またはサービスマネージャとして長期的にお客様へエンゲージメントした経験5年以上もしくはコンサルティング業界でのコンサルタント経験5年以上
- PC関連の運用サポート、システムエンジニア、保守サポートエンジニア、PC製品の開発エンジニア経験など
- お客様向けのサービスSLA・KPI設計、導入、継続的改善の経験
- お客様向けQBR(4半期レビュー)、及びマンスリーレビュー定例会のリード経験
- IT関連の運用管理、運用業務改善、提案の経験
- 営業職エンジニアとしてお客様対応のためのコミュニケーション、アカウント対応の経験プロジェクトマネジメントの経験
- 日本語によるビジネスコミュニケーション
- 英語ビジネスコミュニケーション (TOEIC 850)以上若しくは同等(尚可)
【必要スキル-尚可】
- ハードウェア・ソフトウェア製品の開発経験(開発、システムエンジニア)
- クラウド、セキュリティ、データ分析関連ビジネスのご経験
- SaaSソリューションのお客様対応、サポートのご経験ITIL、Six Sigmaなどあればなお可(ITIL上級資格は入社後に取得必須となります)
- IT関連技術者資格
- ITIL v4(Information Technology Infrastructure Library)認定資格
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.
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Chiyoda, Tokyo Palo Alto NetworksWe are seeking a Senior Support Account Manager to join our team at Palo Alto Networks. The successful candidate will play a big part in ensuring our customers are secured for life by delivering the best high-touch and personalized support experience in Cybersecurity.A Support Ac ...
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