SSG Customer Experience Specialist

Description and Requirements Join Lenovo's Solutions & Services Group (SSG), one of the fastest-growing areas of the business, focused on delivering innovative services, digital solutions, and exceptional customer experiences. As a SSG Customer Experience Specialist, you'll play a key role in onboarding and enabling customers on Service Connect, Lenovo's digital support platform. Working closely with customers, sales teams, and account managers across EMEA, you'll deliver demos, training, and ongoing support to help customers maximize the value of the platform. In this role, you'll report directly to the Senior Manager, ISG eService & Service Connect, and become a trusted partner in ensuring a seamless and engaging customer experience. What You Will Do: Lead customer onboarding, ensuring a seamless setup experience and guiding users through platform adoption. Deliver engaging product demos and training sessions, helping customers understand key features, functionality, and best practices. Create and maintain onboarding materials, including training guides, demos, presentations, and support documentation. Act as the first point of contact for customer inquiries, identifying needs, troubleshooting issues, and providing timely solutions. Support customers with portal navigation, asset management, warranty information, service cases, and product-related questions. Manage customer account setup and asset onboarding, including individual and bulk asset uploads for enterprise customers. Collaborate closely with sales, account managers, and internal stakeholders to deliver an exceptional customer experience and ensure successful adoption. Capture customer feedback, document interactions, escalate complex issues when needed, and drive continuous service improvement through Voice of Customer insights. What You Will Need: 2-5 years of experience in customer onboarding, customer success, enablement, or other customer-facing support roles. Excellent communication, presentation, and active listening skills, with the ability to engage professionally with customers and stakeholders. Confident presenting and demonstrating tools or platforms to customers, both virtually and in live sessions. Customer-centric mindset with a passion for delivering a positive experience and building strong relationships. Strong problem-solving skills, able to identify customer needs, explain solutions clearly, and adapt to different situations. Highly organized and adaptable, capable of managing multiple priorities and requests in a fast-paced environment. Collaborative team player who works effectively across sales, account management, and other cross-functional teams. Background in SaaS, ERP, portals, software onboarding, or customer success environments is highly preferred, along with proficiency in Microsoft Office tools. What We Offer: Opportunities for career development & growth Performance based rewards Hybrid working model (homeoffice/office) Up to 3 paid Personal Days annually Additional vacation days 100% sick leave compensation up to 2 months per year A broad selection of soft / hard skills trainings and individual mentoring Employer contribution to the Third Pillar Pension System Life & life events insurance, fully covered by company  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.