Associate Technical Account Manager

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Supervise and respond to the technical requirements of customers utilizing the Microsoft technology stack.

• Assist customers in optimizing their utilization of Microsoft technologies.

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

• Propel customer-focused enhancements and provide tailored solutions.

• Anticipate risks, reduce downtime, and enhance operational efficiency.

• Work in conjunction with technical support and engineering teams to resolve customer-related issues.

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

• Act as a Co-TAM for no more than two accounts within the designated portfolio.

• Execute solutions under management guidance to tackle CSAT challenges.

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

• Quickly and effectively address technical issues to enhance client satisfaction.

• Collect and assess client feedback to refine service delivery.

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

• Design strategic Microsoft technology roadmaps that align with clients' business goals.

• Oversee account management and proactively identify and mitigate risks.

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

• Conduct monthly and quarterly business reviews, including performance reporting and identifying improvement opportunities.

• Spot opportunities to enhance client value and foster ongoing engagement.

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

• Provide client insights to enhance renewal value propositions.

• Engage in discussions related to contract renewal, extension, and expansion.

⛳️ Requirements

• Experience with Salesforce or analogous CRM solutions.

• Proficiency in Video Conferencing Platforms – (Microsoft Skype / Cisco WebEx / Citrix GoToMeeting).

• Knowledge of ITIL/ITSM service delivery ticketing solutions.

• Relevant Microsoft certifications.

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

🏝️ Benefits

• Competitive salary with performance-based incentives.

• Opportunities for professional development and training.

• Flexible work arrangements and a supportive work environment.

• Comprehensive health and wellness benefits.

• Employee discounts on Microsoft products and services.