Technical Account Manager Microsoft Application Subject Matter Expert

Contour Data Solutions • $100K — $140K *

Philadelphia, PA 19120In-Person

Information Technology

Less than 5 years of experience

5 days ago

Job Overview by Ladders

Qualifications

5+ years of experience in technical account management or related field
Strong knowledge of Microsoft applications and managed services
Proven project management skills with a focus on customer onboarding
Excellent communication skills for client education and relationship building
Ability to analyze customer needs and identify improvement opportunities

Responsibilities

Manage technical aspects of customer relationships as a subject matter expert
Serve as the primary escalation point for technical issues
Produce and maintain customer run books and standard operating procedures
Educate clients on product features to drive business growth
Coordinate with internal teams to resolve client escalations
Conduct tactical operations reviews with client teams
Onboard new customers and manage their IT operations

Benefits

Remote work flexibility
Opportunity for professional development and training
Collaborative work environment with cross-functional teams
Access to cutting-edge Microsoft technologies
Participation in crisis management and strategic initiatives

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Full Job Description

Role: Technical Account Manager/Microsoft Application Subject Matter Expert

Location: Remote (US-based preferred)

Salary Range: $100,000- $140,000

Technical Account Manager Microsoft Application Subject Matter Expert

Technical Account Manager (TAM) is responsible for managing all the technical aspects of the relationship with our customers while also contributing to the engineering team as a Microsoft application subject matter expert.

Job Description:

Provide business, technical, and product knowledge in support of managed services customers.
Technical Account Managers are primary escalation point for internal technicians and customer key stakeholders.

Act as the middle-man to support organization to ensure client escalations are resolved in due time.
Responsible to produce and maintain customer run books and SOPs as they relate to Contour's managed services.
Technical sponsor between our customers and our 24 x 7 Operations Center.
Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth.

Assist in product trainings as necessary.
Responsible to identify opportunities to make effective use of the company's products.
They analyze customers' support needs and identify areas where the company can reduce support costs and offer improved service.
Whenever customers agree to purchase a product or service, the TAM would be a key stakeholder in the onboarding and delivery of the specific product or service.
They employ project management skills to put together installation programs that would minimize disruption for customers.
Work with product development teams to customize products for large sales or for individual customers.

Frequently conduct and coordinate tactical operations reviews with client teams
Partner with Account Management and Sales Development teams to build relationships with decision makers, business contacts, and influencers

Day to Day Activates include:

Help customers manage day to day IT Operations
Discuss strategic initiatives and help the customers plan accordingly
Manage customer "Request For Change" within the environment
Participate in root cause analysis for severe incidents
Help coordinate tactical troubleshooting for customer issues
Participating in Crisis Management in the event of a disaster
Define how Contour interacts with the customer for support and incident management
Onboard new customers that you will manage
Participate in regularly scheduled meetings with customers to discuss ongoing business/technical issues and upcoming projects
Mentor/Cross train team members on existing and new technologies

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About Contour Data Solutions

Contour Data Solutions is an information technology services company that provides a range of services, including cloud computing, cybersecurity, and data analytics. The company was founded in 2013 and is based in Oxnard, California. Contour Data Solutions is committed to providing high-quality services that help its clients improve their business operations and achieve their goals. The company works with clients in a variety of industries, including healthcare, finance, and government.

Learn more about Contour Data Solutions

Size

50 employees

Industry

Information Technology

Founded

2013

* Ladders Estimates

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