Technical Account Manager
Microsoft Premier Support provides access to the professional services and technical expertise that large enterprises and key Partners need to minimise the cost and impact of operational and support incidents, while maximizing the value of their IT investment through the provision of proactive services.
The Technical Account Manager (TAM) is normally responsible for working with a range of Premier Support customers, and their responsibilities are typically comprised of (but not limited to):
- developing an understanding of Premier customers business and technology requirements in order to develop and implement a customized service delivery plan, which will be regularly reviewed and updated to ensure that it remains effective and relevant for each of their customers.
- managing and reporting on the escalation of problem resolution requests, which will typically involve working with various Microsoft technical support organizations to ensure the timely resolution of any escalated technical issues.
- proactively facilitating support services and resources to assist in mitigating operational risk within customers’ IT infrastructure.
- acting as a communications conduit to deliver pertinent technical information to customers IT staff, as well as, when appropriate, sharing customers feedback with Microsoft product teams to affect future product improvements.
- engaging appropriate knowledge transfer and training resources to help increase the skills of customers IT staff, as well as assisting them to better manage and monitor their IT infrastructure.
The TAM manages the Premier Support relationship and plays a key role in ensuring that Microsoft is considered and viewed favorably when technology decisions are made by those customers. The TAM is also required to maintain effective working relationships with other representatives of Microsoft who may be active within their accounts.
Skills and Qualifications:
- Strong customer relationship management skills/focus.
- Excellent interpersonal/communications skills.
- Excellent negotiation and conflict management skills.
- Strong time management and prioritisation skills.
- Knowledge and experience of ITIL
You can apply directly through the link http://bit.ly/WZ5Jno or contact Queenie Yap directly on +61 2 98701 2459 or e-mail a-quyap@microsoft.com