Us Cloud - Saint Louis, MO

posted 20 days ago

Full-time - Mid Level
Saint Louis, MO
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Technical Account Manager will oversee and address customers' technical needs within the Microsoft tech stack, helping them maximize the use of Microsoft technologies. This role focuses on building customer trust and loyalty by serving as their advocate, driving customer-centric improvements, and delivering customized solutions. The manager will proactively address risks, minimize downtime, and streamline operations to boost efficiency and business growth, while managing a portfolio of clients and collaborating with technical support and engineering teams.

Responsibilities

  • Oversee and address customers' technical needs within the Microsoft tech stack.
  • Build customer trust and loyalty by serving as their advocate.
  • Drive customer-centric improvements and deliver customized solutions.
  • Proactively address risks and minimize downtime.
  • Streamline operations to boost efficiency and business growth.
  • Manage a portfolio of up to 35 clients with Premier Support hours under management.
  • Serve as a Co-TAM on no more than two accounts within the portfolio.
  • Implement solutions to CSAT issues independently.
  • Achieve a goal of 80% 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.
  • Gather and analyze feedback to improve service delivery and address gaps in customer satisfaction.
  • Maintain strong relationships with assigned clients as their main point of contact.
  • Develop a strategic roadmap for managing Microsoft technologies for clients.
  • Oversee all aspects of account management, including proactive identification of risks.
  • Collaborate closely with technical support and engineering teams to ensure client needs are met.
  • Lead monthly and quarterly business reviews with clients to review performance and discuss future needs.
  • Provide detailed reporting on account performance, including key metrics and areas for improvement.
  • Collaborate with sales, technical, and client success teams to ensure smooth renewal processes.

Requirements

  • 3+ years of experience in an Enterprise support environment with a strong understanding of corporate account support needs and emerging Microsoft trends.
  • 3+ years of experience in enterprise resource planning, database systems, messaging, management, operations, and/or security.
  • Experience with 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 the ability to effectively negotiate and build strong relationships.
  • Bachelor's degree or equivalent work experience.

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 desirable.

Benefits

  • Equal opportunity employer with a commitment to diversity.
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