Microsoft Corporation Technical Account Manager with English/German/French in Bucharest, Romania
Microsoft Services 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 journeysto become digital businesses. For more information, visit www.aka.ms/LearnAboutDigitalTransformation.
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The Technical Account Manager (TAM) acts as a key advisor to Microsoft’s Premier and Unified Support customers, managing Support Services aligned to the customer’s priorities in order to maximize the business value of their Microsoft investment. The TAM is the primary front-line customer facing support role within the Services organization, and is responsible for the overall growth, quality, and satisfaction of the customer’s services relationship. This role offers an opportunity to be front and center with our customers supporting them in their digital transformation, while accelerating your career by driving business impact. Most customer interactions will be conducted remotely by phone, e-mail, or using Microsoft tools. This role also provides a unique opportunity to help drive process change, collateral updates, and to build program management structures. This will require the ability to work through ambiguity as you contribute to ongoing improvements.
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. The TAM must be able to lead teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions that result in a One Microsoft approach. The TAM should demonstrate effective executive presence and confidence to manage executive relationships internally and with the customer to support business transformation.
Key Experience, Skills, Knowledge & Education Required:
Proven experience in an Enterprise support environment with a strong understanding of corporate and/or public sector customer support needs.
Consistently demonstrates strong organizational, communication, project management, change management, and problem-solving skills
Experience in remote account management and/or support
Leads team orchestration to ensure support delivery needs for customers are met
Bachelor’s degree preferred, Microsoft certification preferred
ITIL Foundation Certificate preferred
Advanced level (C1) under the Common European Framework of Reference (CEFR) in any of the following:
Digital Transformation Driver – Ability to: Engage business & technical decision makers (BDMs & TDMs), Demonstrate thought leadership & insight, drive customer understanding of Enterprise Services Support services value
Change Agent – Ability to influence customer change to align with customers business vision and Microsoft’s strategy. Ability to position end to end lifecycle customer solutions.
Collaborator – Work across diverse teams to ensure a “One Microsoft” customer quality support experience
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.
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