At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. Our mission is grounded in both the world in which we live and the future we strive to create. Today, we live in a mobile-first, cloud-first world, and the transformation we are driving across our businesses is designed to enable Microsoft and our customers to thrive in this world.
We do business in 170 countries and are made up of 144,000 passionate employees dedicated to fulfilling our mission of helping you and your organization achieve more
The Principal Technical Account Manager (PTAM) oversees a number of key functions to ensure our customers receive the most from their Microsoft Support relationship. As a PTAM, you are responsible for the support Services relationship, including managing the delivery of all support services, customer satisfaction, while driving business growth for Microsoft and supporting our customers on their digital transformation. This will require you to establish and manage expectations within the customers business and drive the IT teams to achieve those expectations to a high standard.
It’s all about equipping Clients with the capability to provide excellence in Service Delivery Planning & Management. As the conduit between the Subsidiary countries across West, East and Central Africa and their Customers and our global resources, managing relationships with the Subsidiary country teams to enable their Clients to leverage the suite of proactive support services provided thru our global resources, related to improving a Clients operational health, IT setup and adoption of Cloud Services.
The value that a Principal Technical Account Manager brings to Microsoft is increased Customer Satisfaction & Microsoft Unified Support Revenues thru the packaging, promotion and programmatic approach to selling of proactive Support Services that will help Microsoft Account teams in every Microsoft Subsidiary to grow their Premier Support business.
Ensuring the Subsidiary are making the most of the proactive Support Services available to them to enable their Customers to achieve their IT & Business Outcomes. By engaging directly with the Sales & Delivery management teams in each Subsidiary to maximize their Premier Core Billed (PCB) and Customer Satisfaction results. As a key focal point for the role is to maximize PCB thru (i) Growing Renewals, (ii) Upselling more Add-On’s, and (iii) Developing an improved approach to presenting a more compelling value-proposition to all Customers <$100k revenue. Critical aspects to be successful in the role will be, (i) the partnership with Sales Excellence and Scale Delivery, who drive the weekly governance of “Renewals & Outcomes,” (ii) personal involvement in the monthly review that HQ has with Subsidiary Sales & Delivery management, and (iii) formulating a simplified catalog of the Support Offerings with pricing to increase penetration in each Customer segment.
Key Accountabilities Include
Experiences Required: Education, Key Experiences, Skills and Knowledge:
Interested and qualified? Go to Microsoft career website on careers.microsoft.com to apply