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Associate Technical Account Manager

Microsoft
Mississauga, ON
30 days ago: Microsoft

Job Description

The TAM is the primary front-line customer facing support role within the Microsoft Services organization, and is responsible for the overall

growth, quality, and satisfaction of the customer’s support services relationship. This role offers an opportunity to be front and center with our

customers 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, 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. 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.

Responsibilities

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.

Qualifications

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.


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 thecustomer business and IT objectives in...