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 delivery partners, earning 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.   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 with a focus on business growth and delivery excellence. 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.   Travel to customer sites, in state and out of state, required.  

Overview

A Technical Account Manager (TAM) is a trusted business advisor to Microsoft’s Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. Once a Premier customer has deployed a Microsoft product, if something unexpected occurs the TAM, working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer’s IT environment. By maintaining a long-term relationship with their customers, a TAM gains an understanding of their customer’s IT organization’s impact on overall business, their IT goals, and their pain points - which is used by the TAM to create a Service Delivery Plan ensuring their customer’s operational success with Microsoft products.  

Key success factors:   Customer satisfaction - Customer Health through Service Delivery Planning & Execution.   Customer satisfaction - Emphasis is on prevention and consultative advice (ITIL/MOF)

This role is responsible for the management of support services to Enterprise Services customers providing oversight and management for customer solution planning, business growth and execution   Scope and Decision Making.  

Manages a diverse and complex scope of support issues:  

-Works with management only when necessary to resolve sensitive issues.   Solves complex support issues effectively. Escalates as necessary for confirmation of solutions or other options as needed.   Assess customers’ risks, support requirements
eeds and recommends appropriate service offerings to proactively address these areas.   Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit.   Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust.   Makes good, timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis.   Decisions sometimes impact immediate group and other related groups.  

-Collaboration with cross-functional and virtual teams.   Determines most effective method of problem resolution by utilizing internal resources when necessary.  

-Recognize and capitalize on Revenue opportunities. Manage overall financial health of a portfolio of business and drive strategic efforts to enhance Microsoft’s penetration with a focus on services and cloud consumption and business growth.   Discovering and creating demand for market leading solutions (e.g. Cloud, Digital Transformation, Mobility, Security, etc.)  

-Key Stakeholders.   Consistently demonstrates concise and effective communication with customers and employees.   Occasionally leads sharing of best practices and guidance with team community.  

-Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and material representatives.   Frequently establishes and maintains relationships with Field Sales and Microsoft Consulting Services (MCS) to execute on a service account/delivery plan.   Position relies internally upon Customer Service and Support Professionals, Premier Field Engineers, and their management, MCS Services (Engagement Managers/Project Managers), and Services Account Managers (Services Executives), Enterprise and Partner Group Account Executives, and Premier/Services regional and worldwide HQs.   Communicates with and influences Microsoft Services leadership/management at team level.   Establish rapport and trusted relationships with Customer Support Manager (CSMs) and named Customer Support Contacts - usually comprised of IT managers and individual technical contributors as the primary contact(s). Discussions and interactions with customer Business Decision Makers (BDM) up to and including C-level executives should not be outside of your comfort zone.  

Desired profile

Qualifications

-A minimum of 3 years or more experience in an enterprise support with a strong understanding of corporate account support needs and knowledge of support industry  

-Fundamental knowledge in two or more of the following: Azure Cloud solutions, Security, SQL, mobility, network and desktop/server operating systems, information worker applications, database systems, messaging, management and operations and security

-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 -100 - 200 Level Azure and Office 365 knowledge required

-Bachelor’s degree preferred

-ITIL Foundation Certificate preferred  

Additional information

-Travel to customer sites, in-state and out-of-state, required.

-Security clearance not required

-U.S. citizenship required  

-Job Location:   Near a Microsoft SouthEast office

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

-Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.