Associate Technical Account Manager

Us Cloud - St. Louis, MO

Full-time - Mid Level

Remote - St. Louis, MO

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Associate Technical Account Manager (ATAM) will oversee and address our customers' technical needs within the Microsoft tech stack. This role is pivotal in helping customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. The ATAM will strengthen customer confidence, trust, and loyalty by improving the overall customer and partner experience, serving as the customer advocate, and driving customer-centric product improvement. The position involves proactively addressing risks, minimizing downtime, and streamlining operations to enhance efficiency and accelerate business growth by providing customizable solutions. As part of the overall team, the ATAM will provide advisory services to customers by collaborating with technical support and engineering teams to resolve customer issues. This role requires a proactive approach to managing assigned US Cloud accounts, serving as the primary point of contact, and helping to create a strategic roadmap for managing Microsoft-based technologies. The ATAM will also provide front-line, customer-facing support to drive growth, quality, and customer satisfaction, while staying abreast of technologies and innovations in IT related to Microsoft's suite of products. The ATAM will be expected to make timely and objective decisions, demonstrate strong organizational, communication, project management, change management, negotiation, and problem-solving skills. Analytical skills will be essential for conducting trend analysis and identifying opportunities to improve business outcomes. Building strong client relationships and influencing business leaders by demonstrating accountability and trust will be key components of this role. Continuous education and participation in company training will also be part of the responsibilities.

Responsibilities

• Oversee assigned US Cloud accounts and serve as the point of contact for managing Microsoft-based technologies.
• Create a proactive strategy roadmap to align with customer priorities and maximize the business value of their Microsoft investment.
• Provide front-line, customer-facing support to drive growth, quality, and customer satisfaction.
• Stay updated on technologies and innovations in IT around Microsoft's suite of products.
• Make timely and objective decisions regarding customer needs and solutions.
• Demonstrate strong organizational, communication, project management, change management, negotiation, and problem-solving skills.
• Conduct trend analysis and identify opportunities to improve business outcomes using analytical skills.
• Build strong client relationships and influence business leaders by demonstrating accountability and trust.
• Participate in company training and engage in continuous education events.
• Conduct data analysis to identify trends and opportunities for improvement.

Requirements

• 1+ years of experience in a customer support environment with a strong understanding of corporate account support needs and emerging Microsoft trends.
• Experience in production and analysis of customer reporting against KPIs.
• Experience with the Microsoft tech stack.
• Refined oral and written communication skills with the ability to effectively negotiate and convey ideas.
• Ability to build strong relationships with clients.

Nice-to-haves

• Project management and organizational skills.
• Experience working with Salesforce or equivalent CRM solutions.
• Use of Video Conferencing Platforms (Microsoft Skype / Cisco WebEx / Citrix GoToMeeting).
• ITIL/ITSM service delivery ticket solution skills.
• Microsoft certifications.