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.
A Technical Account Manager
) 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
customer has deployed a Microsoft
product, if something unexpected occurs the TAM
, working with Customer Service
), 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 a Service Delivery Plan
ensuring their customers' operational success with Microsoft
initiatives for this role include:
health through service delivery, planning and execution; customer satisfaction; emphasis on prevention and consultative advice (ITIL
); management of support services to Enterprise Services
and decision making include:
a diverse and complex scope of support issues.
with management only when necessary to resolve sensitive issues.
complex support issues effectively.
as necessary for confirmation of solutions or other options as needed.
customers' risks and needs and recommends appropriate service offerings to proactively address.
recommendations formally via service delivery plan and presents to customer and virtual account team unit.
the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust.
good, timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis.
sometimes impact immediate group and other related groups.
most effective method of problem resolution by utilizing internal resources when necessary.
leads sharing of best practices with team community.
establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives.
establishes and maintains relationships with Field Sales
to execute on a service account/delivery plan.
relies internally upon GTSC/CSS Support Professionals
, Premier Field Engineers
, and their management, MCS Services
(Engagement Managers/Project Managers
), and Services Account Managers
), EPG Account Executives
, and Premier/Services
regional and worldwide HQs
with and influences Microsoft Services
leadership/management at team level.
position relies upon Customer Support Manager
) and named Support Contacts
, typically comprised of IT managers and individual technical contributors.
o A minimum of 3 years of experience in an enterprise support environment with a strong understanding of corporate account support needs and knowledge of support industry.
knowledge in two or more of the following: network and desktop operating systems, information worker applications, database systems, messaging, management and operations, security.
practices strong organizational, communication, project management, negotiation, and problem solving skills.
to team operational precision by active design of and participation in community initiatives.
o ITIL Foundation Certificate
is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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