keyword: Sr Technical Account Manager, Account Management

Job Responsibilities and Requirements: This role is responsible for the management of support services to Enterprise Services customers. Scope and decision making include: - Manages a diverse and complex scope of support issues - Works with management only when necessary to resolve sensitive issues - Solves complex support issues effectively. Escalates as necessary for confirmation of solutions or other options as needed - Assesses customers risks and needs and recommends appropriate service offerings to proactively address - Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit - Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust - Makes good, timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis - Decisions sometimes impact immediate group and other related groups - Determines most effective method of problem resolution by utilizing internal resources when necessary Key stakeholders and other internal organizations this role will interact with include: - Consistently demonstrates concise and effective communication with customers and employees - Occasionally leads sharing of best practices with team community - Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives - Frequently establishes and maintains relationships with Field Sales and MCS to execute on a service account/delivery plan - Position relies internally upon GTSC/CSS Support Professionals, Premier Field Engineers, and their management, MCS Services (Engagement Managers/Project Managers), and Services Account Managers (Services Executives), EPG Account Executives, and Premier/Services regional and worldwide HQs - Communicates with and influences Microsoft Services leadership/management at team level - Externally position relies upon Customer Support Manager (CSMs) and named Support Contacts - usually comprised of IT managers and individual technical contributors Qualifications: - A minimum of 5 years or more experience in an enterprise support with a strong understanding of corporate account support needs and knowledge of support industry - Fundamental knowledge in two or more of the following: network and desktop operating systems, information worker applications, database systems, messaging, management and operations, security - Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills. - Contributes to team operational precision by active design of and participation in community initiatives - Bachelors degree preferred - ITIL Foundation Certificate preferred NOTE: Candidates must be able to meet customer security screening requirements as indicated for this role. Customer screening requirements may include additional items such as, but not limited to: specialized agency background checks (either national or local) and fingerprinting.
 
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