Technical Account Manager (TAM)

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 customer's 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 customer's operational success with Microsoft products.  
Key initiatives for this role include:
Customer Health through Service Delivery Planning & Execution
Customer satisfaction
Emphasis is on prevention and consultative advice (ITIL)
This role is responsible for the management of support services to Enterprise Services customers.  
Scope and decision making include:  
Manages a diverse and complex scope of support issues
Works with management only when necessary to resolve sensitive issues options as needed  
Assesses customers' risks and needs and recommends appropriate service offerings to proactively address
Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit
Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust
Makes good, timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis
Decisions sometimes impact immediate group and other related groups  
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:
Consistently demonstrates concise and effective communication with customers and employees
Occasionally leads sharing of best practices with team community
Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives
Frequently establishes and maintains relationships with Field Sales and MCS to execute on an account/delivery plan
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  
Communicates with and influences Microsoft Services leadership/management at team level
Externally position relies upon Customer Support Manager (CSMs) and named Support Contacts usually comprised of IT managers and individual technical contributors  
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
Fundamental knowledge in two or more of the following: network and desktop operating systems, information worker applications, database systems, messaging, management and operations, security
Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
Contributes to team operational precision by active design of and participation in community initiatives
Bachelors degree preferred  
ITIL Foundation Certificate preferred  
NOTE: This role is based out of Bentonville, AR area.  
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

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