Could you be the face of Microsoft Premier Support on an Enterprise customer site? A major Blue chip software house is looking for Technical Account Managers to help proactively support their top tier of Enterprise Customers. Our Enterprise customers invest heavily in Microsoft Technologies can you help them optimise their investment using your breadth of account management skills & technical expertise? As a Technical Account Manager you will be adept at translating business & technical challenges into real solutions. Via Microsoft’s framework of Premier Service Delivery Management you will partner with you client(s) to understand their IT and Business goals, proposing proactive services & solutions that will drive improvements in IT health. In this customer facing role you will be responsible for creating a flexible and customised service to your clients, taking responsibility for the continuous improvement of your clients Microsoft Estate.
Role Description:
Technical Account Managers (TAM) are responsible for owning, developing and maintaining close working relationships with Microsoft’s Enterprise customers. They are a central point of contact for customers ensuring that they are very satisfied with the support service provided.
The TAM position is a service delivery role managing a diverse range of support issues and communicating directly with the customer. This customer facing Account Management role involves holding regular service reviews with customers, making recommendations for service improvements and also recognising new opportunities to bring in additional revenue.
To be a TAM you need to be passionate about service delivery and delivering excellence to customers. You will have skills in dealing with senior contacts within strategic customers, managing critical situations, a strong technical understanding and will have a real aptitude for account management.
Key Responsibilities:
- Ensure Customer Satisfaction Goals are met/exceeded
- Develop and Maintain a joint service delivery plan with client(s) driving operational and technical excellence
- Act as trusted advisor for your designated client(s)
- Liaise with Microsoft technical departments to manage diverse and complex support issues
- Demonstrate excellent business management by renewing contracts on time, identifying and maximising additional opportunities for growth
- Have a strong understanding of the support requirements of designated accounts and driving service delivery excellence accordingly
- Work proactively with customers to reduce the number of support calls placed, through preventative & proactive activities
- Demonstrate excellent delivery of all contractual commitments as defined by the Premier Services Description
- Drive and work within Virtual Account Teams
Key Requirements:
- Experience of working in a customer facing environment with strategic customers (FTSE 100)
- Proven Service Delivery Management Experience
- Knowledge of ITIL would be advantageous
- Excellent communication skills with an ability to communicate at senior executive levels
- Strong technical understanding, must be able to hold technical conversations with customers and Microsoft technical departments
- Related industry sector experience - e.g. Partner and / or Vertical Markets such as Retail, Manufacturing, Public Sector, Financial Services, Communications.
- Demonstrate ability to take ownership of critical situations and manage to successful resolution
- IT industry experience with a track record in a Technical Account Management/Service Delivery role or experience in IT Consulting, IT Account Management, IT Project Management
Additional Information:
- Driving Licence required
- Weekly travel required, UK based
Microsoft is an equal opportunity employer and supports workforce diversity
