Associate Technical Account Manager

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

📋 Description

• Supervise and fulfill customers' technical requirements within the Microsoft technology stack

• Assist customers in optimizing their use of Microsoft technologies

• Foster customer trust and loyalty by acting as their advocate

• 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 concerns

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

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

• Implement solutions to address CSAT issues under management direction

• Achieve a target of 70% account retention throughout the renewal cycle

• Resolve technical challenges swiftly and effectively to enhance client satisfaction

• Collect and analyze client feedback to refine service delivery

• Sustain client relationships as the primary contact for technical requirements

• Create strategic roadmaps for managing Microsoft technologies in alignment with client business goals

• Identify and mitigate account risks to reduce downtime

• Represent client priorities with technical support and engineering teams

• Conduct monthly and quarterly business reviews with clients

• Report on account performance, metrics, and areas for improvement

• Discover opportunities to increase client value and drive engagement

• Collaborate with sales, technical, and client success teams during renewals

• Provide client insights to enhance renewal value propositions

• Engage in discussions regarding contract renewal, extension, and expansion

⛳️ Requirements

• Proficiency in Salesforce or similar CRM solutions

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

• Skills in ITIL/ITSM service delivery ticket solutions

• Relevant Microsoft certifications

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

• Must be a US citizen

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health and wellness benefits

• Opportunities for professional development and growth

• Flexible work arrangements