At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. We are proud to serve our Federal Government and this position will provide you with an opportunity to lead in this critical area. Providing operational assistance to our Federal Finance customers is a noteworthy mission and the Microsoft Services team plays a vital role in supporting the successful and accelerated customer objectives with Microsoft products and services. A Microsoft Technical Account Manager (TAM) is a trusted technical and business advisor to Microsoft’s customers providing valuable guidance around operations and optimization of their IT infrastructure and mission through quality Service Delivery Management. Our Technical Account Manager’s focus on proactive services, helping to take our customers from reactive to strategic, while working with both our sales and escalation teams when needed. By maintaining a long-term relationship with our customers, the Technical Account Manager gains an understanding of IT organizations, mission needs, and long-term goals. This knowledge is leveraged to develop and manage a Service Delivery Plan, helping to maximize our customer’s investment, and helping to drive digital transformation. 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. A strong focus on digital transformation and cloud services/consumption.
Scope and decision making include:
•Managing a diverse and complex scope of proactive and reactive support issues
•Helping to resolve complex support issues in a timely manner with high customer satisfaction
•Escalation as necessary for confirmation of solutions or other options as needed
•Assessing customers’ risks and needs to make sound recommendations to proactively address
•Documenting recommendations via service delivery plans provided to customer and account team
•Managing the delivery of recommended/agreed-upon services to achieve high customer trust
•Consistently establishing and maintaining working relationships with internal support delivery teams, customer support teams, customer contracts and representatives
•Leading the sharing of best practices with team community with a strong team focused perspective
In this role, the Technical Account Manager will establish and maintain relationships with Field Sales and Consulting Services. Position relies internally upon and leverages many teams and the Technical Account Manager acts as the customer advocate and the main point of contact for both internal and customer teams.
•7+ years of experience in an enterprise support environment
•2+ years experience in Cloud Transformation, Azure, Cyber Security, and Microsoft Products.
Location for this position is nonspecific and the position may require travel to customer sites with consecutive overnight stays across the United States. Travel could be up to 50%. The successful candidate must be a U.S. Citizen and be able to obtain a Govt security clearance. The candidate should be able to start within 30 days of offer acceptance
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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