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 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 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. The Premier Technical Account Manager (TAM) acts as a strategic business advisor to Microsoft’s Premier Support customers, providing Premier Services aligned to the customer’s priorities to maximize the business value of their Microsoft investment. The TAM is the only front-line customer facing support role within the Services organization.
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, contribution margin, operational expense management, and revenue growth, all in a manner consistent with Microsoft’s legal, fiscal and personnel policies.
Delivery Excellence – Be proficient in understanding the Premier 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 IT 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: