The TAM is a trusted business advisor to Microsoft’s Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management.
The TAM guides customers through engagements of professional services to assist in the deployment of a Microsoft product. Should something unexpected occur in the customers Microsoft environment, 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 their customers a TAM gains an understanding of their customers; IT organizations; impact on overall business, their IT goals, and their pain points - which is used by the TAM to create and manage a Service Delivery Plan ensuring their customers operational success with Microsoft products. The role will be focused on supporting key customers on Office 365, and Azure and requires a leader who is resourceful, confident under pressure, and has demonstrated knowledge in services, operational support, customer relationship management and business development.
TECHNICAL SUPPORT: - Manage customers technical support requests in the Office 365 and Azure space. Ensure timely resolution of customer issues by referring issues to product specialists or more experienced team members. Ensure Premier customers receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans. Work with the Account Teams to identify blockers and build plans to mitigate the blockers to drive consumption in Office365 and Azure workloads. Work with management to manage politically sensitive issues impacting either the customers, business or impacting Microsoft’s relationship with the customer.
TECHNICAL SERVICES: - Act as technical resource to assigned commercial accounts, requiring conversational level technical expertise across all Microsoft products and specialized skills in at least one area of technology. Analyze and determine most effective method of problem resolution by utilizing applicable internal resources.
ACCOUNT MANAGEMENT: - Work with accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. Maintain effective working relationships with assigned commercial customers. Drive growth in services.
TECHNICAL KNOWLEDGE: - Maintain and expand working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery.
OTHER RESPONSIBILITIES: - Share best practices with team members to contribute to enhance the quality and efficiency of customer support. - May participate in individual or team projects to enhance the quality and efficiency of customer support. - Establish effective working relationships with Product Groups by working through appropriate escalation channels. Also establish strong relationships with Microsoft Field Sales, Consulting Services and other internal resources as appropriate.
Corporate Support Contacts: This position has frequent contact with Microsoft commercial customers (internal and external), Premier account contacts, and CSS employees and managers.
• 4+ years of corporate IT experience
• Experience with Microsoft desktop operating systems, networking architecture, Microsoft desktop applications, messaging architecture, or database architecture.
•The ideal candidate will have a four-year degree and 4+ years of demonstrated corporate MIS experience in an enterprise support environment or an equivalent combination of education and experience.
•Candidates must have excellent organization, communication, project management, negotiation and problem-solving skills.
•A proven understanding of corporate account business needs and knowledge of support industry is required.
•Previous account management and/or project management experience preferred.
•The position will require travel to local customer up to 80% and remote customer sites about 10-20%.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to email@example.com.