Associate Technical Account Manager

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Oversee and address the technical requirements of customers within the Microsoft technology framework.

• Assist customers in optimizing their utilization of Microsoft technologies.

• Foster customer trust and loyalty by acting as an advocate for their needs.

• Propel customer-focused enhancements and deliver tailored solutions.

• Take proactive measures to identify risks, reduce downtime, and improve operations.

• Collaborate with technical support and engineering teams to resolve customer challenges.

• Manage a portfolio of up to 45 clients, ensuring no more than 250 Premier Support hours per client.

• Serve as Co-TAM for a maximum of two accounts within the portfolio.

• Implement solutions under management's direction to tackle CSAT issues.

• Strive for a 70% account retention rate during the renewal process.

• Rapidly and effectively resolve technical issues to enhance client satisfaction.

• Maintain client relationships as the primary contact for technical inquiries.

• Create strategic Microsoft technology roadmaps that align with client business objectives.

• Identify and mitigate account risks to limit downtime.

• Advocate for client priorities with technical support and engineering teams.

• Lead monthly and quarterly business reviews, providing account performance analysis.

• Identify opportunities to increase client value and promote ongoing engagement.

• Work alongside sales, technical, and client success teams during renewal processes.

• Provide insights for contract renewals, extensions, or expansions.

⛳️ Requirements

• Experience with Salesforce or similar CRM platforms.

• Familiarity with Video Conferencing Tools – (Microsoft Skype / Cisco WebEx / Citrix GoToMeeting).

• Skills in ITIL/ITSM service delivery ticket solutions.

• Possession of Microsoft certifications.

• Bachelor's degree in computer science, information systems, or business is preferred.

• Must be a US Citizen due to contractual requirements.

• Must reside in the United States; the application inquires whether the candidate is based in California, Colorado, New York, Oregon, Washington, or outside of the United States.

🏝️ Benefits

• Competitive compensation package.

• Opportunities for professional development and growth.

• Flexible work environment.

• Comprehensive health and wellness benefits.