Microsoft Services helps 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 Unified 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. The Unified Support Technical Account Manager (TAM) acts as a strategic business advisor to Microsoft’s Unified and Premier Support customers, providing services aligned to the customer’s priorities to maximize the business value of their Microsoft investment.
The TAM is responsible for the overall growth, quality, and satisfaction of the customer’s services relationship. A successful TAM consistently exhibits the following attributes:
Business Acumen – Responsible for sustainable growth through routinely partnering with Services 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 and revenue growth in a manner consistent with Microsoft’s legal, fiscal and personnel policies.
Delivery Excellence – Be proficient in understanding the Unified Support and Premier 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 information technology priorities to set a long-term strategy for service delivery that aligns to their business objectives. The TAM must be literate and conversant on the Microsoft technology, method, and procedures for its application. The TAM is responsible for excellent delivery of services across the entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services.
Leadership – 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 engaged in the delivery of complex solutions that result in a One Microsoft approach. The TAM must display executive presence and confidence to manage executive relationships internally and with the customer to create business transformation.
Collaboration – Exhibits willingness to engage other business partners within the organization, is innovative, creative and a team player with a solution-based approach to capture opportunities and remove barriers.
Customer Centric – Focus on creating a compelling customer experience. Creates a strategic relationship with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals. The TAM demonstrates a deep understanding of the market forces affecting our customers and offers insight into new ways Microsoft can provide greater value in helping our customers meet their business goals. 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 IT to make the business better.
Key Success Factors:
• Effective communication, facilitation and influencing skills with ability to present ideas clearly and concisely
• Demonstrated excellence at presenting complex development topics to both executive and technical personnel
• Self-starter, energizing, results oriented, and able to multi-task
• Articulates technology, solutions and services in a compelling way to all audiences. Expertly tailors messaging to specific audiences.
• Implements metrics to drive continuous improvements; drives the overall return on investment (ROI).
• Ability to lead the adoption of Microsoft technologies to influence the industry-wide direction of specific technologies and services to help organizations drive digital transformation.
• Strong decision-making skills: takes proactive steps to generate results, uses data and other inputs to make decisions, owns decision, and takes accountability for work using strong organizational and analytical skills
• Provide customer guidance during product and services sales cycle
• Proven ability to solve challenging problems and deliver timely and high-quality design solutions when presented with conflicting requirements, business demands, and technical risks.
• Consistently practices strong organizational, communication, project management, negotiation, and problem-solving skills.
Location required is the United States, California. Travel to customer sites is expected, primarily in the area of Los Angeles, California. Other travel may include visits to customer sites, Microsoft facilities, and Microsoft sponsored events in other locations in the United States and internationally.
A minimum of 3 years of experience in an enterprise support environment with a strong understanding of corporate account support needs and knowledge of support industry.
Fundamental knowledge in two or more of the following: IT project management, network and desktop operating systems, information worker applications, database systems, messaging, management and operations, security. Products may include, but are not limited to: Windows Server, Active Directory, Azure, Dynamics, Office 365, SharePoint, SQL Server, Exchange Server, Hyper-V, and System Center.
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.
Contribute to team operational precision by active design of and participation in community initiatives.
Bachelor’s degree in business, information technology, computer science or related areas of academic achievement strongly preferred
ITILv3 Foundations, MOFv4 and PMP certifications preferred
Experience with Digital Transformation Projects and / or related activities an advantage
Sales experience welcome
Cloud-related consumption and management activities preferred
Microsoft Certification(s) a plus