Technical Account Manager Microsoft Application Subject Matter Expert
About The Position
The Technical Account Manager (TAM) is responsible for managing all the technical aspects of the relationship with our customers while also contributing to the engineering team as a Microsoft application subject matter expert. The TAM provides business, technical, and product knowledge in support of managed services customers. They act as the primary escalation point for internal technicians and customer key stakeholders, serving as the middle-man to the support organization to ensure client escalations are resolved in due time. Responsibilities include producing and maintaining customer run books and SOPs, acting as the technical sponsor between customers and the 24x7 Operations Center, and educating clients on product features and functionality to foster business growth. The TAM identifies opportunities for effective product use, analyzes customer support needs to reduce costs and improve service, and plays a key role in the onboarding and delivery of new products or services. They employ project management skills to minimize customer disruption during installations and collaborate with product development teams for product customization. Regular tactical operations reviews with client teams and partnerships with Account Management and Sales Development teams to build relationships are also key aspects of the role.
Requirements
- Microsoft application subject matter expertise.
- Ability to manage all technical aspects of customer relationships.
- Ability to contribute to the engineering team.
- Provide business, technical, and product knowledge.
- Serve as a primary escalation point.
- Act as a liaison to the support organization.
- Produce and maintain customer run books and SOPs.
- Act as a technical sponsor.
- Educate clients on product features and functionality.
- Assist in product trainings.
- Identify opportunities for product use.
- Analyze customer support needs.
- Be a key stakeholder in onboarding and delivery.
- Employ project management skills.
- Work with product development teams for customization.
- Conduct and coordinate tactical operations reviews.
- Partner with Account Management and Sales Development teams.
- Help customers manage day-to-day IT operations.
- Discuss strategic initiatives.
- Manage customer 'Request For Change'.
- Participate in root cause analysis.
- Coordinate tactical troubleshooting.
- Participate in Crisis Management.
- Define interaction protocols for support and incident management.
- Onboard new customers.
- Participate in customer meetings.
- Mentor and cross-train team members.
Responsibilities
- Manage all technical aspects of customer relationships.
- Contribute to the engineering team as a Microsoft application subject matter expert.
- Provide business, technical, and product knowledge to support managed services customers.
- Serve as the primary escalation point for internal technicians and customer key stakeholders.
- Act as the liaison to the support organization to ensure timely resolution of client escalations.
- Produce and maintain customer run books and SOPs related to Contour's managed services.
- Act as the technical sponsor between customers and the 24x7 Operations Center.
- Educate clients on existing and new product features and functionality and their business benefits.
- Assist in product trainings as necessary.
- Identify opportunities for effective use of the company's products.
- Analyze customer support needs to identify areas for cost reduction and service improvement.
- Be a key stakeholder in the onboarding and delivery of purchased products or services.
- Employ project management skills for installation programs that minimize customer disruption.
- Work with product development teams to customize products for large sales or individual customers.
- Conduct and coordinate tactical operations reviews with client teams.
- Partner with Account Management and Sales Development teams to build relationships with decision makers, business contacts, and influencers.
- Help customers manage day-to-day IT operations.
- Discuss strategic initiatives and help customers plan accordingly.
- Manage customer 'Request For Change' within the environment.
- Participate in root cause analysis for severe incidents.
- Help coordinate tactical troubleshooting for customer issues.
- Participate in Crisis Management in the event of a disaster.
- Define how Contour interacts with the customer for support and incident management.
- Onboard new customers.
- Participate in regularly scheduled meetings with customers to discuss ongoing business/technical issues and upcoming projects.
- Mentor and cross-train team members on existing and new technologies.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
