Microsoft Corporation Technical Account Manager in Mexico City, Mexico
The Technical Account Manager is a trusted business advisor to Microsoft's Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. Once a Premier customer has deployed a Microsoft product, should something unexpected occur, the TAM working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer's IT environment. By maintaining a long-term relationship with their customers a TAM gains an understanding of their customers' IT organizations' impact on overall business, their IT goals, and their pain points - which is used by the TAM to create a Service Delivery Plan ensuring their customers' operational success with Microsoft products.
The role will be focused on supporting key customers on Cloud and on Premise, and requires a leader who is resourceful, confident under pressure, and has demonstrated knowledge in services, operational support, customer relationship management and business development.
TECHNICAL SERVICES: - Act as trusted advisor to assigned Microsoft accounts, requiring conversational level technical expertise across all Microsoft products and good knowledge of Microsoft Cloud. Analyze and determine most effective method of problem resolution by utilizing applicable internal resources.
With IT sponsorship, they develop relationships with key customer business executives to help customers translate business needs into actionable strategy:
By assessing the customer’s current state, business goals and challenges, capabilities and existing IT investments, in particular in Microsoft solutions,
By leading the planning and prioritization of strategic IT initiatives with customer sponsorship,
By orchestrating and overseeing the realization of these initiatives and of their benefits and value.
ACCOUNT MANAGEMENT: - Work with accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. - Maintain effective working relationships with assigned Microsoft customers.
Our Technical Account Managers know their customer’s business and the industry they operate in, and what Microsoft can bring to the table to the benefit of the customer.
They also share a common set of characteristics that drive innovation and value for our customers:
Executive presence and business acumen to win the hearts and minds of IT and business leaders
Ability to generate trust, build alliances across the organization, and orchestrate interdisciplinary teams to the benefit of customers
Situational awareness to adapt and solve challenges from a business and technology perspective
Ability to balance strategic thinking with pragmatic operational delivery
Empathy, curiosity, desire to constantly improve, acquire new skills and drive for results
- Share best practices with team members to contribute to enhance the quality and efficiency of customer support. - May participate in individual or team projects to enhance the quality and efficiency of customer support. - Establish effective working relationships with Product Groups by working through appropriate escalation channels. Also establish strong relationships with Microsoft Field Sales, Consulting Services and other internal resources as appropriate.
A minimum of 5 years or more experience in an enterprise support role with a strong understanding of enterprise account support and service delivery management needs.
Fundamental knowledge in following Microsoft Solutions: Azure/Hybrid Cloud, Office 365, Active Directory, SQL, Dynamics, Cybersecurity, Configuration/Operations Management
Fundamental knowledge in Azure Billing and how to manage customer questions or concerns.
Consistently practices strong organizational, communication, project management, negotiation, and problem-solving skills under complex situations like:
Critical Situations (Critsits)
Cyber Security Incidents / Cyber Attacks.
Leads team orchestration to ensure support delivery needs for customers are met, candidate must be able to negotiate within Microsoft and with customer value service delivery.
Be familiar with quota attainment compensation model.
Possitive attitude, empowerment and energy skills are required for the role.
Bachelor’s degree or equivalent experience
Preferred, ITIL certification or equivalent experience
English/Spanish spoken and written level are required for the role.
This position requires travel to customer locations.
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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