Senior Technical Account Manager
Job Type: Full-Time
Location: Vienna, Austria
With 23,200+ employees globally, Microsoft Digital, Services, and Success is one of the company’s largest groups, serving customers in 191 countries and 46 languages. Simply put, we help customers and partners get the most out of their technology investments by delivering their voices back to our business groups to make our technology even better—and by accelerating their transformation journeys to become digital businesses.
Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.
As a Technical Account Manager (TAM) you are a key advisor to Microsoft’s Premier and Unified Support customers, managing Support Services that are aligned to your customer’s business priorities in order to maximize the value of their Microsoft investment, and accelerate their digital transformation.
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 ourcustomers supporting them in their digital transformation, while accelerating your career by driving business impact.
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.
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.
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.
- Proven experience in a client-facing role.
- Experience with Financial Services Industry needed for this role.
- 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.
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.
Base pay - competitive, from 71000 Euro p/a
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