Associate Technical Account Manager

This is a fully remote position, open to applicants in California, +5 more states.

📋 Description

• Supervise and respond to customers' technical requirements within the Microsoft technology ecosystem.

• Assist clients in maximizing their utilization of Microsoft technologies.

• Foster customer trust and loyalty by acting as a customer advocate.

• Propel customer-focused enhancements and deliver tailored solutions.

• Anticipate risks, reduce downtime, and optimize operations proactively.

• Work in conjunction 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 are allocated per client.

• Act as Co-TAM on a maximum of two accounts within the portfolio.

• Implement solutions under management guidance to tackle CSAT concerns.

• Strive to achieve a 70% account retention target throughout the renewal cycle.

• Ensure client satisfaction by swiftly and effectively resolving technical issues.

• Collect and evaluate feedback to enhance service delivery.

• Sustain client relationships and serve as the primary technical liaison.

• Create strategic Microsoft technology roadmaps aligned with client goals.

• Identify and mitigate account risks to minimize downtime.

• Champion client priorities with technical support and engineering teams.

• Facilitate monthly and quarterly business reviews and provide account performance insights.

• Discover opportunities to increase client value and foster ongoing engagement.

• Collaborate with sales, technical, and client success teams regarding renewals, extensions, and expansions.

⛳️ Requirements

• Proficient in Salesforce or similar CRM solutions.

• Familiarity with video conferencing tools: Microsoft Skype, Cisco WebEx, or Citrix GoToMeeting.

• Skills in ITIL/ITSM service delivery ticket solutions.

• Possession of Microsoft certifications.

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

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work arrangements to support work-life balance.

• Access to the latest Microsoft technologies and resources.