Technical Account Manager
Microsoft Corporation
San Jose, CR
hace 5 días
source : DirectEmployers Association

The Technical Account Manager (TAM) acts as a key advisor to Microsoft's Premier and Unified Support customers, managing Support Services aligned to the customer's priorities in order to maximize the business value of their Microsoft investment.

The TAM is the primary front-line customer facing support role within the Services organization, and is responsible for the overall growth, quality, and satisfaction of the customer's services relationship.

This role offers an opportunity to be front and center with our customers supporting them in their digital transformation, while accelerating your career by driving business impact.

Most customer interactions will be conducted remotely by phone, e-mail, or using Microsoft tools. This role also provides a unique opportunity to help drive process change, collateral updates, and to build program management structures.

This will require the ability to work through ambiguity as you contribute to ongoing improvements. Responsibilities CUSTOMER - Creates a strategic support relationship with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals, to enable quality service delivery.

TAMs focus on understanding the customer business and IT objectives in order to develop and manage the delivery of a comprehensive service delivery plan to enable customers to successfully operate, and consume, and hence realize the of value of Microsoft products and cloud services.

The TAM must be a change agent by articulating the case for change and helping our customers evolve their IT maturity, drive productive use of Microsoft products, and enable and support IT to make the business more effective.

BUSINESS - The TAM is responsible for sustainable growth through routinely partnering with Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service.

The TAM is responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent with Microsoft's legal, fiscal and personnel policies.

DELIVERY - The TAM must be proficient in understanding the Premier and Unified Support Services portfolio and be able to articulate the value of these services to our customers.

The TAM will partner with our customers to ascertain their business and IT priorities in order to set a long-term strategy for service delivery that aligns to those objectives.

The TAM must be literate and conversant on the Microsoft technology, methodology, and procedures for its application. The TAM is responsible for excellent delivery of services across the entire support lifecycle, including Service Delivery Planning, Cloud consumption and usage, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services.

LEADERSHIP - This role requires strong communication skills and imaginative, bold thinking in all situations. The TAM must be able to lead teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions that result in a One Microsoft approach.

The TAM should demonstrate effective executive presence and confidence to manage executive relationships internally and with the customer to support business transformation. Qualifications

  • Proven experience in an Enterprise support environment with a strong understanding of corporate and / or public sector customer support needs.
  • 5+ years of IT support services delivery
  • Consistently demonstrates strong organizational, communication, project management, change management, and problem-solving skills
  • Experience in remote account management and / or support
  • Leads team orchestration to ensure support delivery needs for customers are met
  • Bachelor's degree preferred, Microsoft certification preferred
  • ITIL Foundation Certificate preferred
  • Digital Transformation Driver - Ability to : Engage business & technical decision makers (BDMs & TDMs), Demonstrate thought leadership & insight, drive customer understanding of Enterprise Services Support services value
  • Change Agent - Ability to influence customer change to align with customers business vision and Microsoft's strategy. Ability to position end to end lifecycle customer solutions.
  • Collaborator - Work across diverse teams to ensure a "One Microsoft" customer quality support experience
  • Cloud leader - Ability to accelerate customers shift to the cloud by positioning the value of Microsoft Services and drive consumption activities
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