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TECHNICAL ACCOUNT MANAGER VACANCY AT MICROSOFT, SOUTH AFRICA
At Microsoft our mission and values are to help people and businesses throughout the world realize their full potential.
The Technical Account Manager (TAM) is the primary front-line customer facing support role within the Microsoft Services organization. TAM is responsible for the overall growth, quality, and satisfaction of the customer’s support services relationship. Meanwhile, this role offers an opportunity to be front and center with our customers supporting them in their digital transformation. It will also 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, WE also deliver 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. It must also drive productive use of Microsoft products, and enable 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.
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. It also includes 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 engage in the delivery of complex solutions.
Responsibilities
The focus of the TAM role is to support their customers Digital Transformation journey
- Intentionally expand customer relationships beyond the current support contract owner to Executive sponsors and business and/or IT owners
- Accelerate the transition to Microsoft Unified Support leveraging the Unified Service Delivery Methodology. Help to deliver a new experience for our customers
- Have the creation of strategic plans, plan and deliver early to support renewals and upsell opportunities, while prioritizing MIP and remote delivery.
- Manage and drive increase use of the customer support experiences across Service Center. Have knowledge of customer self-service features in the Services Hub
- Know and play your role in the customer consumption journey along with the CSU and EOU, to increase cloud consumption
- Own the complete customer support experience, taking a leadership role working across the Service Center, CMET, Gethelp. Other internal teams as necessary to deliver a predictable customer experience.
Qualifications
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family etc.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Experiences Required: Education, Key Experiences, Skills and Knowledge:
· Proven experience in an Enterprise support environment with a strong understanding of corporate and public sector customer support needs.
· Consistently demonstrates strong organizational, communication, project management, change management, and problem-solving skills.
· Leads team orchestration to ensure support delivery needs for customers are met.
· Bachelor’s degree preferred, Microsoft certification preferred.
· ITIL Foundation Certificate preferred.
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