Tam Services - Bangalore - Microsoft
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The TAM is a trusted business advisor to Microsoft's Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. Once a Premier customer has deployed a Microsoft product, should something unexpected occur, the TAM working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer's IT environment. By maintaining a long-term relationship with their customers a TAM gains an understanding of their customers' IT organizations' impact on overall business, their IT goals, and their pain points - which is used by the TAM to create a Service Delivery Plan ensuring their customers' operational success with Microsoft products.
The role will be focused on supporting key customers on Cloud and on Premise, and requires a leader who is resourceful, confident under pressure, and has demonstrated knowledge in services, operational support, customer relationship management and business development.
TECHNICAL SERVICES: - Act as trusted advisor to assigned Microsoft accounts, requiring conversational level technical expertise across all Microsoft products. Analyze and determine most effective method of problem resolution by utilizing applicable internal resources.
With IT sponsorship, they develop relationships with key customer business executives to help customers translate business needs into actionable strategy:
• By assessing the customer’s current state, business goals and challenges, capabilities and existing IT investments, in particular in Microsoft solutions,
• By leading the planning and prioritization of strategic IT initiatives with customer sponsorship,
• By orchestrating and overseeing the realization of these initiatives and of their benefits and value.
ACCOUNT MANAGEMENT: - Work with accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. - Maintain effective working relationships with assigned Microsoft customers.
Our Technical Account Managers know their customer’s business and the industry they operate in, and what Microsoft can bring to the table to the benefit of the customer.
They also share a common set of characteristics that drive innovation and value for our customers:
• Executive presence and business acumen to win the hearts and minds of IT and business leaders
• Ability to generate trust, build alliances across the organization, and orchestrate interdisciplinary teams to the benefit of customers
• Situational awareness to adapt and solve challenges from a business and technology perspective
• Ability to balance strategic thinking with pragmatic operational delivery
• Empathy, curiosity, desire to constantly improve, acquire new skills and drive for results
OTHER RESPONSIBILITIES: - Share best practices with team members to contribute to enhance the quality and efficiency of customer support. - May participate in individual or team projects to enhance the quality and efficiency of customer support. - Establish effective working relationships with Product Groups by working through appropriate escalation channels. Also establish strong relationships with Microsoft Field Sales, Consulting Services and other internal resources as appropriate.
Corporate Support Contacts: This position has frequent contact with Microsoft customers, Premier account contacts, and CSS employees and managers.
Qualifications Recommended: The ideal candidate will have a four-year degree (C.S./E.E. degree preferred) and 10+ years of demonstrated corporate MIS experience or an equivalent combination of education and experience. The candidate must have demonstrated knowledge of programming concepts and technical competence in 2 of the following areas: Microsoft desktop operating systems, networking architecture, Microsoft desktop applications, messaging architecture, Azure and/or database architecture. Candidates must have excellent organization, communication, project management, negotiation and problem solving skills. A proven understanding of corporate account business needs and knowledge of support industry is required. Current MCSE and previous account management and/or project management experience preferred. The position will require travel to local customer up to 80% and remote customer sites about 10-20%.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.