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Companies Premier Support provides access to the professional services and technical expertise that large enterprises and key Partners need to minimise the cost and impact of operational and support incidents, while maximizing the value of their IT investment. The Technical Account Manager role is normally responsible for working with 4-6 Premier Support customers. Responsibilities are typically comprised of (but not limited to):
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Developing an understanding of the customers business and technology requirements in order to develop and implement a customized annual service delivery plan, which will be regularly reviewed and updated to ensure that it remains effective and relevant for each of their customers.
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Managing and reporting on the escalation of problem resolution requests including critical situations, which will typically involve working with various Microsoft technical support organizations to ensure the timely resolution of any escalated technical issues.
- Proactively facilitating support services and resources to assist in mitigating operational risk within customers’ IT infrastructure.
- Acting as a communications conduit to deliver pertinent technical information to customers IT staff, as well as, when appropriate, sharing customers feedback with Microsoft product teams to affect future product improvements.
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Identify, plan and implement reaction to competitive activity as identified through relationships with key accounts in Financial sector and partners. Responsible for feeding back information to subsidiary management on competitive activity.
- Engaging appropriate knowledge transfer and training resources to help increase the skills of customers IT staff, as well as assisting them to better manage and monitor their IT infrastructure.
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