Technical Account Manager

Microsoft   •  

Los Angeles, CA

Industry: Technology

  •  

5 - 7 years

Posted 22 days ago

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

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, as well as display executive
presence and confidence. The TAM must be able to show leadership in supporting teams comprised of Microsoft, Partner and customer
resources who may be engaged in the delivery of complex solutions.

Experiences Required: Education, Key Experience, Skills and Knowledge:
- Proven experConsistently demonstrates strong organizational, communication, project management, change management, and problem-solving skills
- Consistently demonstrates strong organizational, communication, project management, change management, and problem-solving skill
- Leads team orchestration to ensure support delivery needs for customers are met.
- Bachelor’s degree preferred, Microsoft certification preferred.
- ITIL Foundation Certificate preferred.

Qualifications

Qualifications:

• A minimum of 5 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, Windows Azure, SharePoint Server, SQL Server, Exchange Server, Dynamics ERP, Hyper-V, and System Center.
• Contribute to team operational precision by active design of and participation in community initiatives

 

Leads team orchestration to ensure support delivery needs for customers are met.
- Bachelor’s degree preferred, Microsoft certification preferred.
- ITIL Foundation Certificate preferred.

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