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Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
A Technical Account Manager (TAM) is a trusted business advisor to Microsoft's Premier Support customers, providing valuable guidance around operations and optimization of customers' IT infrastructure through quality Service Delivery Management. When a Premier customer has deployed a Microsoft product or solution, should something unexpected occur the TAM, working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer's IT environment. By maintaining a long-term relationship with the customer, the TAM gains an in-depth understanding of the customer's IT organizations' impact on the overall business, its IT goals, and its IT challenges. This knowledge is then used by the TAM to create a Service Delivery Plan to optimize the customer's operational success with Microsoft products.
Key initiatives for this role include: Customer health through service delivery, planning and execution; customer satisfaction; emphasis on prevention and consultative advice (ITIL); management of support services to Enterprise Services customers.
Scope and decision making include:
Manages a diverse and complex scope of proactive and reactive support issues. Solves complex support issues effectively. Escalates issues, as necessary, for confirmation of solutions or other options as needed. Assesses customers' risks and needs and recommends appropriate service offerings to proactively address. Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit.Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust. Makes timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis. Decisions sometimes impact immediate group and other related groups. Determines most effective method of problem resolution by utilizing internal resources when necessary. Occasionally leads sharing of best practices with team community. Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives. Establishes and maintains close relationships with Field Sales and MCS to execute on a service account/delivery plan. Position relies internally upon CSS Support Professionals, Premier Field Engineers, and their management, MCS Services (Engagement Managers/Project Managers), and Services Account Managers (Services Executives), EPG Account Executives, and Premier/Services regional and worldwide HQs. Communicates with, and influences, Microsoft Services leadership/management at team level. External position relies upon Customer Support Manager (CSMs) and named Support Contacts - usually comprised of IT managers and individual technical contributors.
* 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: network and desktop operating systems, information worker applications, database systems, messaging, management and operations, security, project management.
* Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
* Contributes to team operational precision by active design of and participation in community initiatives.
* ITIL Foundation Certificate preferred.
* Location for this position is nonspecific, so the position may require travel to customer sites with consecutive overnight stays.
* The successful candidate must be a U.S. Citizen and has an active US government CI Polygraph security clearance. The candidate should be able to start within four weeks.
Microsoft develops, licenses, and supports software, services, devices, and solutions.