【Services Delivery】 Technical Account Manager at Microsoft

【Services Delivery】 Technical Account Manager

Wuxi, Jiangsu, China
  • Wuxi, Jiangsu, China

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  • Job number 725951
  • Date posted Oct 17, 2019
  • Travel 0-25 %
  • Profession Services
  • Role type Individual Contributor
  • Employment type Full-Time

The Technical Account Manager (TAM) oversees a number of key functions to ensure our customers receive the most from their Microsoft Support relationship. As a TAM, you are responsible for the support Services relationship, including managing the delivery of all support services, customer satisfaction, while driving business growth for Microsoft and supporting our customers on their digital transformation. This will require you to establish and manage expectations within the customers business and drive the IT teams to achieve those expectations to a high standard.
The TAM is the primary customer facing support role within the Microsoft Services organization, and is responsible for the satisfaction of our customer’s support services relationship, for quality delivery and overall customer growth. This role offers an opportunity to be front and center with our customer supporting them in their digital transformation, while accelerating your career by driving business impact.

Responsibilities

  • CUSTOMER – Creates a strategic support relationship with key stakeholders within our customer organizations, both within IT and their business groups to enable quality delivery aligned to their business outcomes. TAMs focus on understanding the customer’s business and IT objectives in
    order to develop and manage the delivery of services to enable customers to 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 across a One Microsoft team to strategize on ways to create new opportunities within the accounts they service. The TAM is responsible for the profitability of our services and increasing our customers
    cloud commitment through portfolio management, all in a manner consistent with Microsoft’s legal, fiscal and personnel policies.
  • DELIVERY – The TAM must be aware and proficient in understanding the Services portfolio, and the entitlements and benefits available to the customer to be able to articulate the value of these services to support customer success. The TAM is responsible for understanding the
    customer’s priorities and constructing a strategic plan that defines the Support team’s approach to bring value to the customer. The TAM pursues, orchestrates, and facilitates programs of work to deliver outcomes that bring value to the customer. The TAM is the owner of the overall
    support experience across the entire lifecycle that includes planning, consumption, and delivery governance.
  • LEADERSHIP – This role requires strong English communication skills and imaginative, bold thinking in all situations, as well as displaying 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.

Qualifications

Experiences Required: Education, Key Experiences, Skills and Knowledge:
  • Very fluent English communication skills to manage overseas customers.
  • Overseas study or work experience preferred from English speaking country.
  • Proven experience in an Enterprise environment with a strong understanding of corporate and public sector customer support needs.
  • Strong communication skills across IT and business leadership.
  • Consistently demonstrates strong organizational, project/program management, change management, and problem-solving skills.
  • Be a confident leader, able to orchestrate across multiple groups to ensure customers outcomes are met.
  • A character that exemplifies Microsoft values including integrity, honesty, openness, personal excellence, constructive self-criticism, and mutual respect.

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.

Benefits and Perks


  • Industry leading healthcare
  • Savings and investments
  • Giving programs
  • Educational resources
  • Maternity and paternity leave
  • Opportunities to network and connect
  • Discounts on products and services
  • Generous time away

Resources


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