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Sr TAM Services

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Microsoft India (R and D) Pvt Ltd

10 – 10 yrs Hyderabad / Secunderabad

Job Description:

Microsoft SMSG Internal Job Description Template ?

Standard Title: Senior Technical Account Manager

Job Profile (Short Job Description)
The Technical Account Manager (TAM) provides support delivery management of Premier issues and services designed to improve customer IT operational health in assigned account(s) ? The TAM: ? Is the trusted advisor to the accounts Customer Support Manager (CSM) and the Microsoft owner of the customers IT operational health Manages support delivery on reactive incidents provided by Microsoft CSS Knowledgeable on a wide range of Microsoft technology with industry recognized ? IT Operations ? certification Maintains Support Delivery Plans that capture current situation and analysis for IT Health improvement – also used by sales opportunities and renewal Manages ? the delivery and follow-up of proactive support designed to reduce reactive support cases and costs ? The value the TAM brings to the customer is successful operation, and hence realization of value, of Microsoft products. The value the TAM brings to Microsoft is increased customer satisfaction, reduced support costs, and awareness needed around product improvements. ? The Technical Account Manager is the only long term, relationship based, customer facing support role. ?
? Summary of Primary Job Functions
Responsibility/Activity Estimated Annual % of Time
Business: Contract initiation ? Customized and delivered a standard orientation to customer stakeholders, which resulted in clear understanding of how contract scope supports overall services strategy for the customer 5%
Business: Service Delivery & Management ? Led implementation of IT operational improvements through a combination of various proactive and Microsoft Consulting Services (MCS) services, which resulted in IT-wide customer health improvements ? Provided CSM with monthly status updates that related contracted services with business imperatives through detailed pain point analysis, which resulted in executive awareness of the value proposition for premier customers 30%
Business: Service Delivery Planning ? Proactively identified customer pain points based on MOF/ITIL framework, which resulted in the mapping of proactive service delivery to improved overall IT health ? Assisted customer, partner, and/or Microsoft project teams by suggesting MOF/ITIL best practices, which resulted in fewer disruptions for the customer during project handoff to operations ? Notified premier field engineers (PFEs) and other delivery roles, which resulted in customer agreement that conditions of satisfaction (COS) had been met by all delivery roles 20%
Business: Incident Management ? ? Conducted postmortem to identify people, process, and technology root causes related to pain points and proposed appropriate solutions, which resulted in customer acceptance of those solutions 20%
Business: Opportunity Management ? Used SDP pain points and MOF/ITIL to develop a value proposition for the solution that included support and consulting services, which resulted in xSE acceptance to close the opportunity 10%
Leadership ? Mentored junior TAMs, sought advice/recommendations from the Support Practice Manager (SPM) as needed, and actively participated in team meetings, which resulted in accelerated attainment of full business results. 5%
Customer and Partner ? Contributed best practices and leadership to the business group, which resulted in improved overall satisfaction for customers managed by the group 5%
Integration ? Understood infrastructure optimization (IO) models, which resulted in common language when discussing a customer with ATU 5%
Candidate Profile
Qualifications

Area Qualification Description of Whats Needed
Experience What work experience is essential to the job? ? How many years of previous work experience would it typically take to gain sufficient experience in these areas to minimally fill this job role? ? No related experience 5 – 8 years of related experience
? 1 – 3 years of related experience ? 8 – 10 years of related experience
? 3 – 5 years of related experience 10 years of related experience
What type of supervisory or management experience would be necessary to fulfill the job requirements, if any? ? N/A
Education What education is typically required for the job? Required ? Preferred High School
Associates Degree ? ?
Bachelors Degree (B.S./B.A.)
MBA
Masters Degree
Jurist Doctorate
Ph.D.

Field of Study (if applicable): Computer Science, Engineering
Professional Training and Certification Required: ITIL Foundation Certificate Preferred: ITIL Services Manager Certificate, Project Management Professional (PMP) Certification
Knowledge, Skills, and Abilities Analytical Problem Solving ? Building Customer/Partner Relationships ? Confidence Cross-Boundary Collaboration Impact and Influence Interpersonal Awareness Project Management ? Strategic Insight ? Product & Technology Expertise ? Value Selling ?
Comparable Jobs (Optional Section)Comparable Jobs (Optional Section)

Source Comparable Jobs ? How this job is similar to yours (job scope, experience, etc.)
Internal 1. Account Executive (EPG) 2. Services Engagement Manager/Project Manager 3. Support Professional 1. Responsible for building trust in a long-term relationship. 5-8 years of experience developing customer relationships with medium to large sized customers (i.e. medium to large relative to revenue generating for company – Major-Strategic). 2. Responsible for determining customers services needs and managing delivery. 5-8 years of experience managing medium-sized, complex custom deliveries involving virtual team of 9-12 personnel. 3. Responsible for resolving reactive issues. 5-8 years of experience resolving customers reactive issues. Applies understanding of customers environments and reactive issues root causes/trends to proactively prevent future reactive issues.
External 1. Account Manager 2. Project Manager 3. IT Operations Manager/Director 1. Responsible for building trust in a long-term relationship. 5-8 years of experience developing customer relationships with medium to large sized customers (i.e. medium to large relative to revenue generating for company). 2. Responsible for managing the execution of a project. 5-8 years of experience managing medium-sized, complex projects. 3. Responsible for managing IT operations. 5-8 years of experience managing IT operations of a medium to large-sized IT organization.

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Recruiting Job Description (for Internal/External posting purposes) ?
Do you enjoy working with large Enterprise customers and understand what it takes to achieve the highest levels of customer satisfaction? Can you spot the trends in customer technical support use and use this knowledge to make them more efficient and effective? ? Does understanding a broad range of Microsoft products and being an expert at describing their value interest you? ? Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with partners, earning customer confidence, trust, and loyalty by Improving the overall Customer and Partner Experience, Serving as the customer advocates within Microsoft and Driving customer-centric product improvement ? The Technical Account Manager (TAM) provides support delivery management of Premier issues and services designed to improve customer IT operational health in assigned account(s) ? The TAM: ? Is the trusted advisor to the accounts Customer Support Manager (CSM) and the Microsoft owner of the customers IT operational health Manages support delivery on reactive incidents provided by Microsoft CSS Knowledgeable on a wide range of Microsoft technology with industry recognized ? IT Operations certification Maintains Support Delivery Plans that capture current situation and analysis for IT Health improvement – also used by sales opportunities and renewal Manages ? the delivery and follow-up of proactive support designed to reduce reactive support cases and costs ? The value the TAM brings to the customer is successful operation, and hence realization of value, of Microsoft products. The value the TAM brings to Microsoft is increased customer satisfaction, reduced support costs, and awareness needed around product improvements. ? The Technical Account Manager is the only long term, relationship based, customer facing support role. ? Qualifications 5 – 8 years related experience. BA/BS degree in Computer Science, Engineering. Competency in Analytical Problem Solving, Building Customer/Partner Relationships, Confidence, Cross-Boundary Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Strategic Insight, Product & Technology Expertise, Value Selling. Training and certification in Required: ITIL Foundation Certificate, Preferred: ITIL Services Manager Certificate, Project Management Professional (PMP) Certification. ? ?

Organizational Chart (These can be generated using Headtrax http://headtrax>, then modified with Visio or PowerPoint)
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This description has been designed to indicate the general nature and level of work performed by employees within this position. ? The actual duties, responsibilities, and qualifications may vary based on assignment or group.

Microsoft is an equal opportunity employer and does not discriminate against individuals on the basis of race, gender, age, national origin, religion, marital status, veteran status, or sexual orientation.

Salary: Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:IT Software – Other
Role Category:Project Management
Role:Project Manager-IT/Software

Keyskills:

technical support microsoft pmp http ba mba optimization accounts mapping incident management

Desired Candidate Profile:

Education-

UG: B.Sc – Computers
PG:M.Sc – Computers
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required

Company Profile:

Microsoft India (R and D) Pvt Ltd
Microsoft India (R and D) Pvt Ltd

Recruiter Name:HR