The Technical Account Manager will oversee and address customers' technical needs within the Microsoft tech stack, helping them maximize the use of Microsoft technologies. You will build customer trust and loyalty by serving as their advocate, driving customer-centric improvements, and delivering customized solutions. Your role includes proactively addressing risks, minimizing downtime, and streamlining operations to boost efficiency and business growth. As part of the advisory team, you will collaborate with technical support and engineering teams to resolve customer issues.
- Manage a portfolio of up to 45 clients, ensuring no more than 250 Premier Support (PS) hours under management per client.
- Serve as a Co-TAM on no more than two accounts within your portfolio.
- Work under management guidance to implement solutions to address CSAT issues.
- Achieve a goal of 70% account retention throughout renewal process.
Maximize Client Satisfaction (CSAT)
- Ensure high levels of client satisfaction by resolving technical issues quickly and effectively.
- Act as a customer advocate, aligning services with client needs to drive business value.
- Regularly gather and analyze feedback to improve service delivery and address any gaps in customer satisfaction.
Client Relationship and Account Oversight
- Maintain strong relationships with assigned clients, acting as their main point of contact for all technical needs.
- Develop a strategic roadmap for managing Microsoft technologies for clients, aligning with their business objectives.
- Oversee all aspects of account management, including proactive identification of risks and addressing them to minimize downtime.
Address and Advocate for Client Needs with Technical Teams
- Collaborate closely with technical support and engineering teams to ensure client needs are met.
- Advocate on behalf of clients to ensure that their priorities are reflected in the solutions provided.
- Communicate client concerns and needs to internal teams, ensuring alignment and responsiveness.
Lead Monthly and Quarterly Business Reviews (MBRs/QBRs)
- Lead monthly and quarterly business reviews with clients to review performance, discuss future needs, and strengthen relationships.
- Provide detailed reporting on account performance, including key metrics and areas for improvement.
- Identify opportunities to enhance the value delivered to clients, driving continuous engagement.
Participation in Cross-Departmental Renewal Process
- Collaborate with sales, technical, and client success teams to ensure smooth renewal processes for existing clients.
- Contribute insights during renewals, focusing on improving value propositions based on client feedback.
- Participate in discussions that aim to optimize contract renewals, extensions, or expansions based on evolving client needs.
Requirements
- Experience working with Salesforce or equivalent CRM solutions.
- Use of Video Conferencing Platforms – (Microsoft Skype / Cisco WebEx / Citrix GoToMeeting).
- ITIL/ITSM service delivery ticket solution skills.
- Microsoft certifications.
- Bachelor's degree in computer science, information systems, or business preferred.
