Technical Account Manager, Services & Support in Columbus, OH


TitleTechnical Account Manager
CategoryConsulting services
LocationColumbus, OH
DivisionServices & Support
Date AddedMarch 12, 2015
Open Positions2

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.

A Technical Account Manager (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. Once a Premier customer has deployed a Microsoft product, if something unexpected occurs 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 a Service Delivery Plan ensuring their customers' operational success with Microsoft products.

Key initiatives for this role include:
o Customer Health through Service Delivery Planning & Execution
o Customer satisfaction
o Emphasis is on prevention and consultative advice (ITIL)
o This role is responsible for the management of support services to Enterprise Services customers. Scope and decision making include:
o Manages a diverse and complex scope of support issues
o Works with management only when necessary to resolve sensitive issues
o Solves complex support issues effectively. Escalates as necessary for confirmation of solutions or other options as needed
o Assesses customers' risks and needs and recommends appropriate service offerings to proactively address
o Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit
o Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust
o Makes good, timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis
o Decisions sometimes impact immediate group and other related groups
o Determines most effective method of problem resolution by utilizing internal resources when necessary

Key stakeholders and other internal organizations this role will interact with include:
o Consistently demonstrates concise and effective communication with customers and employees
o Occasionally leads sharing of best practices with team community
o Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives
o Frequently establishes and maintains relationships with Field Sales and MCS to execute on a service account/delivery plan
o Position relies internally upon GTSC/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
o Communicates with and influences Microsoft Services leadership/management at team level
o Externally position relies upon Customer Support Manager (CSMs) and named Support Contacts - usually comprised of IT managers and individual technical contributors

Qualifications:
o A minimum of 3 years or more experience in an enterprise support with a strong understanding of corporate account support needs and knowledge of support industry
o Fundamental knowledge in two or more of the following: network and desktop operating systems, information worker applications, database systems, messaging, management and operations, security
o Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
o Contributes to team operational precision by active design of and participation in community initiatives
o Bachelors degree preferred
o ITIL Foundation Certificate preferred

USES
910922

Microsoft 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.
Apply for this job at Microsoft
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. Providing customizable solutions complete with enhancement and add-on services, Microsoft Premier Support helps customers proactively address risks, minimize downtime, and streamline operations to improve efficiency and accelerate your business growth.
The Premier Technical Account Manager (TAM) acts as a trusted business advisor to Microsoft's Premier Support customers, providing Premier Support Services aligned to the customer's priorities in order to maximize the business value of their Microsoft investment. The TAM is the only front-line customer facing support role within the Services organization. The TAM is responsible for the overall growth, quality and satisfaction of the customer's support services relationship.
A successful TAM consistently exhibits the following attributes:
CUSTOMER - Creates a trusted advisor relationship with key stakeholders within the customer organization, including the IT Directors, CTO, CIO and LOB leaders as well as technology professionals. The TAM demonstrates a deep understanding of the market forces affecting our customers and offers insight into new ways Microsoft can provide greater value. The TAM must be a change agent by articulating the case for change and helping the customer realize the improved business impact of appropriate use of Microsoft Support services.
BUSINESS -The TAM is responsible for sustainable growth through routinely partnering with Services Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service. The TAM is responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent with Microsoft's legal, fiscal and personnel policies.
DELIVERY - The TAM must be proficient in understanding the entire support services portfolio and can articulate the value of these services to our customers. The TAM will partner with our customers to ascertain their IT priorities in order to set a long-term strategy for service delivery that aligns to their business objectives. The TAM must be literate and conversant on the Microsoft technology, method and procedures for its application. The TAM is responsible for excellent delivery of services across entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services.
LEADERSHIP - This role requires strong communications skills and imaginative, bold thinking in all situations. The TAM must be able to lead teams comprised of Microsoft, Partner and customer resources engaged in the delivery of complex solutions that result in a One Microsoft approach. The TAM must display Executive presence and confidence to manage executive relationships internally and with the customer to create business transformation.

Qualifications:
o A minimum of 3 years of experience in an Enterprise support environment with a strong understanding of corporate account support needs and the support industry
o Fundamental knowledge in two or more of the following: network and desktop operating systems, information worker applications, database systems, messaging, management and operations, and/or network security. Products may include, but are not limited to: Windows Server, Active Directory, Windows Azure, SharePoint Server, SQL Server, Exchange Server, Hyper-V, and System Center.
o Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
o Contributes to team operational precision by active design of and participation in community initiatives
o Bachelor's degree preferred
o ITIL Foundation Certificate preferred

Microsoft 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.

897596
Apply for this job at Microsoft