The 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. TAMs partner with other roles to ensure customer success in the acquisition, implementation, and usage/consumption of Microsoft’s cloud services, with deployment being the specific accountability of the TAM.
The TAM develops and expands strategic customer relationships to grow the Enterprise Services business and drive larger impact for the customer. The TAM works with both senior and operational customer stakeholders to drive a range of outcomes across strategy, design deployment, operations and end user adoption. The TAM holds responsibility for lifecycle delivery of support services from initiation to retirement. This TAM is accountable for driving customer satisfaction through the effective management of multiple programmes of support whilst contributing to Microsoft Services revenue growth & profitability.
Responsibilities
- Represent Microsoft as the owner of all services delivered to a defined portfolio of customers.
- Investigate the customer’s business objectives, anticipate current and future technology needs, develop a strategic technology solution roadmap and lead the proposed solution work-streams to bring customers to that future state.
- Recommend, deliver and support solutions (technology and services) that meet the customer’s current and future needs through an end to end delivery lifecycle - from initial solution roadmap through design and deployment to user adoption and value realisation.
- Promote the delivery of incremental services identified in the solution roadmap whilst continually looking for new opportunities aligned to the customer’s business objectives
Collaborate with the account team to drive continuous improvement of the management of accounts.
Qualifications
- Over ten years of experience managing the delivery of innovative IT solutions that demonstrate measurable impact on business outcomes.
- Demonstrated ability to develop and maintain effective long term relationships at all levels in a customer organisation.
- Consulting background with a broad understanding of Microsoft technologies and industry megatrends including Cloud strategies.
- Strong Program and Project Management skills including experience with adoption/change management and Benefits realisation.
- Solid understanding of service management and operations management.
- Experience in people and process capability improvement.
- Strategic and analytical thinker with an eye for detail.
- Degree or equivalent in a relevant discipline.
- Strong written and verbal communication skills
Remunerations: AUD 90 - 110K Base + Incentive, Super and other great benefits
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.
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