Purpose:The Principle Technical Account Manager (TAM) plans, manages and reviews the delivery of support services that drive outcomes aligned to customer’s IT and business goals. The TAM is also an escalation point, ensuring the customer receives a world class support experience. PTAMs partner with other roles/TAMs in WECA to grow the Services business, also to ensure customer success in the acquisition, implementation, and usage/consumption of Microsoft’s cloud services, with implementation being the specific accountability of the TAM. The TAM develops and expands strategic customer relationships to grow the Services business and drive larger impact for the customer.Key responsibilities:
Align services around people, process and technology
Drive improvement through delivery of goal aligned services.
Lead activities that accelerate the customers’ deployment of cloud services.
Ensure clear customer understanding of services available, and value delivered
Act as an escalation point for critical service incidents
Identify opportunities for renewing and expanded Premier or MCS services
Use customer satisfaction results to drive service improvement
Experiences Required: Key Experiences, Skills and Knowledge:
Confidence
Cross-Boundary Collaboration
Interpersonal Awareness
Impact and Influence
Analytical Problem Solving
Building Customer/Partner Relationships
Product & Technology Expertise
Project Management
Strategic Insight
Value Selling
Years Experience: 3-5, primarily in a client-facing role
Education:
Bachelor’s Degree (B.S./B.A.) in Computer Science, Engineering or equivalent
