Technical Account Manager

Job description

Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with the assistance of our service delivery partners. We earn customer confidence, trust, and loyalty by improving the overall Customer and Partner Experience, serving as the customer advocates within Microsoft, and driving customer-centric product improvement. Microsoft Premier Support helps customers proactively address risks, minimize downtime, and streamline operations to improve efficiency and accelerate business growth by providing customizable solutions complete with enhancements and add-on services.

Nobody does technology and service delivery quite like us. We’ve developed an unrivalled portfolio of software, services and devices that help businesses do business – bigger, better, faster and smarter. Whatever our customers’ objectives, be it improving end-user experience, business evolution, increased security or saving time and money – our Technical Account Managers are equipped with the resources, passion and commercial insight to help achieve them.  

We work with all kinds of organizations, from the enterprise business to government departments. What they all have in common, however, is the need to make the most of our innovative technologies. Which is where you, as a TAM, comes in.

If you are looking for an environment that will challenge you and a role which invites you to develop your own potential, whilst working with world-changing technology and a customer base that relies on Microsoft to help them to grow, then this role is for you.  

Microsoft’s mission is ‘to empower every person and organization on the planet to achieve more’. Microsoft Services, along with the relationships and business value you will drive as a TAM, exist to support this mission.

The Technical Account Manager (TAM) is a role centered on relationship management and delivery management, primarily in the support phase of the customer's technology and solution lifecycle. TAMs focus on understanding the customer business and IT objectives and then apply the Premier Service Delivery Methodology to understand the customer's current state and desired state, then develop and manage the delivery of a comprehensive service delivery plan to enable customers to successfully operate, and consume, hence realize the of value of Microsoft products and cloud services. The Technical Account Manager is the only long term, relationship based, customer facing support role.

TAM (Account Align Team/Relation) is an individual that carries a large contract in one top Premier Account. These Customer is in FSI sector, EPG customer.

TAM plans, manages and reviews the delivery of support services that drive outcomes aligned to customer’s IT and business goals. The TAM is also an escalation point, ensuring the customer receives a world class support experience.   TAMs partner with other roles to ensure customer success in the acquisition, implementation, and usage/consumption of Microsoft’s cloud services, with implementation being the specific accountability of the TAM. The TAM develops and expands strategic customer relationships to grow the Services business and drive larger impact for the customer.

Key Responsibilities:

Align services around people, process and technology,

Drive improvement through delivery of goal aligned services,

Lead activities that accelerate the customers’ deployment of cloud services,

Ensure clear customer understanding of services available, and value delivered,

Act as an escalation point for critical service incidents,

Identify opportunities for renewing and expanded Premier or MCS services,

Use customer satisfaction results to drive service improvement.

Desired profile

Qualifications:

• A minimum of 3 years of experience in an Enterprise support environment with a strong understanding of corporate account support needs and the support industry.

• Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.

• Contributes to team operational precision by active design of and participation in community initiatives.

• Bachelor’s degree required, Microsoft certification preferred.

• ITIL Foundation Certificate preferred.