SLG West is currently hiring a Technical Account Manager to work with our state and local government customers in the Sacramento, CA area.
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 partners, earning 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.
Purpose: To manage a complex scope of support issues for assigned Public Sector State and Local Government customers by acting as a technical resource and/or coordinating with other Microsoft groups to assist the customer in their use, support and implementation of Microsoft solutions. Ensure the highest level of customer satisfaction by understanding and identifying the customers computing needs, service delivery planning, building and maintaining strong working relationships and managing the account effectively with the virtual account team.
TECHNICAL SUPPORT AND SERVICES: - Manage customers technical support requests. 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 management to manage politically sensitive issues impacting either the customers’ business or impacting Microsoft's relationship with the customer.
ACCOUNT MANAGEMENT: - Work with accounts to develop and maintain a service delivery plan that aligns with the customers’ values and goals. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. - Maintain effective working relationships with assigned Public Sector State, Local Government and Education customers and Microsoft internal account teams.
TECHNICAL KNOWLEDGE: - Maintain and expand working knowledge of current and pre-released Microsoft systems, products and software plus service offerings, as well as their integration and methods of support delivery. Current MCSE Certification is preferred.
OTHER RESPONSIBILITIES: - Share best practices with team members and the services community 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.
-4+ years of demonstrated corporate MIS experience or an equivalent combination of education and experience
-Experience in 2+ areas: Microsoft Cloud solutions, Microsoft desktop operating systems, networking architecture, Microsoft desktop applications, messaging architecture, collaboration architecture including SharePoint and Unified Communication, and/or database architecture.
-Understanding of State and Local Government business needs and knowledge of support industry
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.
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.
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