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Technical Account Manager (MBA)

Job Description

Microsoft Digital, Services, and Success


With 23,200+ employees globally, Microsoft Digital, Services, and Success is one of the company’s largest groups, serving customers in 191

countries and 46 languages. Simply put, we help customers and partners get the most out of their technology investments by delivering their

voices back to our business groups to make our technology even better—and by accelerating their transformation journeys to become digital

businesses. For more information, visit


Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and

support to make your ideas happen, you can make a huge impact on how people work and live all over the world.


As a Technical Account Manager (TAM) you are a key advisor to Microsoft’s Premier and Unified Support customers, managing Support Services

that are aligned to your customer’s business priorities in order to maximize the value of their Microsoft investment, and accelerate their digital




The TAM is the primary front-line customer facing support role within the Microsoft Services organization, and is responsible for the overall

growth, quality, and satisfaction of the customer’s support services relationship. This role offers an opportunity to be front and center with our

customers supporting them in their digital transformation, while accelerating your career by driving business impact.


Key Accountabilities include:


CUSTOMER – Creates a strategic support relationship with key stakeholders within our customer organizations, including the IT Directors, CTO,

CIO, and Line of Business leaders as well as technology professionals, to enable quality service delivery. TAMs focus on understanding the

customer business and IT objectives in order to develop and manage the delivery of a comprehensive service delivery plan to enable customers

to successfully operate, and consume, and hence realize the of value of Microsoft products and cloud services. The TAM must be a change

agent by articulating the case for change and helping our customers evolve their IT maturity, drive productive use of Microsoft products, and

enable and support IT to make the business more effective.


BUSINESS – The TAM is responsible for sustainable growth through routinely partnering with Sales and other Services personnel to strategize

on ways to create new opportunities within the accounts they service. The TAM is responsible for the profitability of our services through

portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a

manner consistent with Microsoft’s legal, fiscal and personnel policies.


DELIVERY – The TAM must be proficient in understanding the Premier and Unified Support Services portfolio and be able to articulate the value

of these services to our customers. The TAM will partner with our customers to ascertain their business and IT priorities in order to set a long-

term strategy for service delivery that aligns to those objectives. The TAM must be literate and conversant on the Microsoft technology,

methodology, and procedures for its application. The TAM is responsible for excellent delivery of services across the entire support lifecycle,

including Service Delivery Planning, Cloud consumption and usage, Service Delivery Management, Incident Management / Escalations and

Proactive Remediation Services.


LEADERSHIP – This role requires strong communication skills and imaginative, bold thinking in all situations, as well as display executive

presence and confidence. The TAM must be able to show leadership in supporting teams comprised of Microsoft, Partner and customer

resources who may be engaged in the delivery of complex solutions.




Specialist Experience

Experiences Required: Education, Key Experiences, Skills and Knowledge:


* Proven experience in an Enterprise support environment with a strong understanding of corporate and public sector customer support needs.

* Consistently demonstrates strong organizational, communication, project management, change management, and problem-solving skills.

* Leads team orchestration to ensure support delivery needs for customers are met.

* Bachelor’s degree required, Microsoft certification preferred.

* ITIL Foundation Certificate preferred.




Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.

Job Summary

  • Japan
  • Technology
Job Type
  • Full-time
  • Negotiable
12 March 2019
Applications Deadline
27 April 2019

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