Microsoft Corporation TAM SERVICES in Gurgaon, India

Technical Account Manager

Purpose

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 implementation being the specific accountability of the TAM. The TAM develops and expands strategic customer relationships to grow the Services business and drive larger impact for the customer.

Key Responsibilities

Category Responsibility % Time

Service Delivery Planning Align services around people, process and technology 20%

Service Delivery Mgmt Drive improvement through delivery of goal aligned services. 25%

Cloud Implementation Lead activities that accelerate the customers’ deployment of cloud services. 20%

Service Intro and Review Ensure clear customer understanding of services available, and value delivered 5%

Reactive Management Act as an escalation point for critical service incidents 10%

Oppty and Growth Mgmt Identify opportunities for renewing and expanded Premier or MCS services 10%

Customer/Partner Use customer satisfaction results to drive service improvement 10%

Experiences Required: Key Experiences, Skills and Knowledge

• Confidence

• Analytical Problem Solving

• Project Management

• Cross-Boundary Collaboration

• Building Customer/Partner Relationships

• Strategic Insight

• Value Selling

• Product & Technology

• Impact and Influence Expertise primarily in a client-facing role

Consulting services