Associate Technical Account Manager

Us Cloud - Saint Louis, MO

Full-time - Entry Level

Saint Louis, MO

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

About the position

The Associate Technical Account Manager will be responsible for managing customer technical needs within the Microsoft technology stack, ensuring clients maximize their use of Microsoft products. This role focuses on building customer trust and loyalty, advocating for clients, and delivering tailored solutions to enhance efficiency and business growth. The position involves proactive risk management, minimizing downtime, and collaborating with technical support and engineering teams to resolve issues.

Responsibilities

• Manage a portfolio of up to 45 clients, ensuring no more than 250 Premier Support (PS) hours under management per client.
• Serve as a Co-TAM on no more than two accounts within your portfolio.
• Implement solutions to address CSAT issues under management guidance.
• Achieve a goal of 70% account retention throughout the renewal process.
• Ensure high levels of client satisfaction by resolving technical issues quickly and effectively.
• Act as a customer advocate, aligning services with client needs to drive business value.
• Regularly gather and analyze feedback to improve service delivery and address any gaps in customer satisfaction.
• Maintain strong relationships with assigned clients, acting as their main point of contact for all technical needs.
• Develop a strategic roadmap for managing Microsoft technologies for clients, aligning with their business objectives.
• Oversee all aspects of account management, including proactive identification of risks and addressing them to minimize downtime.
• Collaborate closely with technical support and engineering teams to ensure client needs are met.
• Advocate on behalf of clients to ensure that their priorities are reflected in the solutions provided.
• Communicate client concerns and needs to internal teams, ensuring alignment and responsiveness.
• Lead monthly and quarterly business reviews with clients to review performance, discuss future needs, and strengthen relationships.
• Provide detailed reporting on account performance, including key metrics and areas for improvement.
• Identify opportunities to enhance the value delivered to clients, driving continuous engagement.
• Collaborate with sales, technical, and client success teams to ensure smooth renewal processes for existing clients.
• Contribute insights during renewals, focusing on improving value propositions based on client feedback.

Requirements

• 1+ years of experience in an Enterprise 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 within Windows Server, Win10, Active Directory, Systems Center, Azure, Office 365, SharePoint Server, SQL Server, Exchange Server, and Dynamics ERP.
• Refined oral and written communication skills with ability to effectively negotiate, convey ideas, and build strong relationships.
• Strong organizational skills.

Nice-to-haves

• 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.

Benefits

• Full-time position with competitive salary range.
• Opportunities for professional development and training.