Technical Account Manager
Current• Manage Operations and KRA of 15 members in the Team.• Build and manage post-sales relationships within assigned accounts. Single point of contact for the account within Microsoft, looking at ways to leverage information and services to help in the customer’s adoption and journey from a cloud perspective.• Identify opportunities within accounts from a product solution and services perspective.• As a trusted advisor to customers, ensuring they are successful in their cloud vision. Review the architecture and processes and advising on areas for improvement.• Present technical and business information regarding Microsoft Azure & Dynamics 365 solutions.• Assisting customers with their Azure & Dynamics 365 project timelines by providing proactive information and guidance from the project conception to completion.• Building relationships within various Microsoft departments to help provide a great customer experience within the accounts. The same relationships are also used to help drive opportunity from a product and services perspective within the assigned accounts. • Proactive monitoring of all critical/Severity A tickets of assigned accounts right from their inception to their closure and thereby ensuring that all critical support tickets opened by the customer are getting the right traction.• Provide Escalation Management Services and act as SPOC for all escalation requests by qualifying, routing and escalating support issues from assigned accounts.• Conduct onboarding sessions for newly assigned accounts to make them understand about the service and offerings.• Conduct Monthly/Quarterly review meetings with assigned accounts.• Collaborated and built relationships with Microsoft GTSC and other support teams.• Provide Advisory support services to assigned accounts in terms of optimizing performance and resource allocations, providing high level guidance on types of resolution and by providing applicable self-service documentation and resources.
