Technical Account Manager (TAM)

Job description

The Technical Account Manager (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:

-      Service Delivery Planning Align services around people, process and technology Service Delivery Mgmt Drive improvement through delivery of goal aligned services.

-      Cloud Implementation Lead activities that accelerate the customers deployment of cloud services.

-      Service Intro and Review Ensure clear customer understanding of services available, and value delivered.

-      Reactive Management Act as an escalation point for critical service incidents Oppty and Growth Mgmt.

-      Identify opportunities for renewing and expanded Premier or MCS services Customer/Partner Use customer satisfaction results to drive service improvement.

Close Collaboration With:

- Account Technology Strategist (EPG)

- Account Delivery Executive (Services)

- Account Executive (Services, EPG)

- Solution Sales Professional (Services, EPG)

- Premier Field Engineer (Services) - Enterprise Architect (Services)

- Common Career Path Options

- Delivery Management Manager (Services)

- Engagement Manager (Services)

- Account Delivery Executive (Services)

- Account Technology Strategist (EPG)

- Project Manager (Services)

- Account Executive (Services)  

Experiences Required:  

Key Experiences, Skills and Knowledge:

-      Confidence

-      Cross-Boundary Collaboration

-      Interpersonal Awareness

-      Impact and Influence

-      Analytical Problem Solving

-      Building Customer/Partner Relationships

-      Product & Technology Expertise

-      Project Management

-      Strategic Insight

-      Value Selling  

Basic Qualifications:  

-      3+ years of experience in an enterprise support environment  

-      2+ years of experience in two or more of the following: network and desktop operating systems, enterprise resource planning and information worker applications, database systems, messaging, management and operations, and/or network security.  

Preferred Qualifications:

- Education:

•      Bachelor’s Degree (B.S./B.A.) in Computer Science, Engineering or equivalent

•      Core Priorities Role specific guidance on how the following core priorities apply to the role, and role specific KPIs and targets are found in the Role Performance Handbook.

•      Drive Cloud Services through Consumption

•      Modernize Business with Windows 10/Devices/Intelligent Cloud and Reinvent Productivity and Business Process

•      Delivery & Operational Excellence Optimize your Portfolio and Drive Impact    

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request