Relationship The Technical Account Manager (TAM) is a long term, relationship based, customer facing services management role.
Of all the roles at Microsoft as a TAM, you usually have the most regular contact with our customers, and therefore, our customers often look to you as their primary point of contact for the other roles at Microsoft.
You must be able to set expectations and guide the customers through the Microsoft organization appropriately without taking on the responsibilities of the other roles, working closely and collaborating with them to ensure quality delivery and experience to the customer.
Service DeliveryAs Microsoft transforms to a cloud delivery organization, as a TAM, you play a key role in helping the customer realize true business value through active usage of Microsoft's technologies and cloud services.
The Premier business is transforming, and so is the TAM role. You are key in ensuring we understand our customers business goals and managing delivery across our proactive and reactive services to achieve those goals through our technology.
The TAM is the primary front-line customer facing support role within the Microsoft Services organization, and is responsible for the overallgrowth, quality, and satisfaction of the customer’s support services relationship.
This role offers an opportunity to be front and center with ourcustomers supporting them in their digital transformation, while accelerating your career by driving business impact.
Key Accountabilities include : CUSTOMER Creates a strategic support relationship with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals, to enable quality service delivery.
TAMs focus on understanding the customer business and IT objectives in order to develop and manage the delivery of a comprehensive service delivery plan to enable customers to successfully operate, and consume, and hence realize the of value of Microsoft products and cloud services.
The TAM must be a change agent by articulating the case for change and helping our customers evolve their IT maturity, drive productive use of Microsoft products, andenable and support IT to make the business more effective.
BUSINESS The TAM is responsible for sustainable growth through routinely partnering with 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 Premier and Unified Support Services portfolio and be able to articulate the value of these services to our customers.
The TAM will partner with our customers to ascertain their business and IT priorities in order to set a long- term strategy for service delivery that aligns to those objectives.
The TAM must be literate and conversant on the Microsoft technology, methodology, and procedures for its application. The TAM is responsible for excellent delivery of services across the entire support lifecycle, including Service Delivery Planning, Cloud consumption and usage, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services.
LEADERSHIP This role requires strong communication skills and imaginative, bold thinking in all situations, as well as display executive presence and confidence.
The TAM must be able to show leadership in supporting teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions.