Technical Account Manager Role Details

Account Management of a single or multiple customers

Technical Support

• Manage the timely resolution of Customers’ technical support requests using appropriate resources and escalation paths where necessary.

Technical Services

• Provision of technical and systems management advisory services.

• Ensure skills transfer and customer readiness through the provision of workshops, training events etc.

Technical Knowledge

• The development and maintenance of a good working knowledge of current and future Microsoft products and technologies.

Partnering

• Formation and maintenance of effective working relationships with Microsoft Partners, the Microsoft Product Groups, Sales and other functions within Microsoft as well as external bodies as required.

My Personal Development

Training Road Maps within the Role Guide identify the learning solutions and information needed to quickly achieve success in my new role. It generates learning plans which run in parallel with the:

• Microsoft Services Onboarding program (MSSU)
  The training and development program for semi or fully technically proficient new hires addressing the company, culture, job roles and Microsoft technologies. It includes local training activities, technical training in Redmond, job shadowing and ongoing mentoring.

• Services Readiness Program
  The ongoing Education and Technical Development Program for Microsoft technologies and solutions. It comprises large scale events, classroom based training and online and virtual e-learning modules.

Technical certification is of key importance to Microsoft and I can be assured of their full support in achieving my technical accreditation.

Professional Skills Training isn’t neglected either. Good professional skills are necessary for successful interaction with both customers and partners as we deliver their solutions.

Two different types of communities are also in place at Microsoft to provide further assistance and help drive my productivity, success and fulfilment in my new role.

• Technical Communities are led by subject matter experts and share technical knowledge and best practices on Microsoft technologies in a variety of different formats. They serve to educate and inspire.

• Role Communities provide support from other like-minded professionals with the delivery aspects of my role.

My Career

Performance management at Microsoft is a continuous process to inspire and develop employees. My objectives are aligned with those of my manager, organisation and customers. Regular 1:1 sessions support me and provide development, helping to ensure my personal satisfaction and growth.

The Annual Performance Review assesses my performance against my objectives from the last fiscal year and sets new ones for the coming one. The Microsoft performance philosophy means the higher the rating you achieve, the higher the reward so you can be assured that you’re being recognised for the results you’re achieving.

The Mid-Year Career Discussion is a dedicated time for managers and employees to work together on identifying career and professional development plans and also serves as a checkpoint on performance against objectives to date.

The Career Model is a framework for moving across functions and professions within Microsoft. It enables me to manage my career not only within my existing role but to understand what I need to do to move into others. It identifies where I am within my current career stage and reviews the results expected of the next stage. It focuses on developing competencies and gaining experiences as part of a personal development plan.

The Talent Management Program identifies individuals who have the potential to take on roles of significantly greater responsibility, in an accelerated timeframe; development programs stretch and develop those individuals with ability, commitment and an aspiration to succeed such that they grow to be top performers at the next level.

Microsoft Services Professionals

As a Microsoft Services Professional I provide our customers with a direct connection to the knowledge and expertise of the world’s leading technology company.

I work closely with Microsoft product teams, providing unique access to the best experts in Microsoft technology and work in partnership with companies ranging from established market leaders to emerging market innovators. I utilise and develop my industry-specific knowledge as I deploy and support innovative, leading edge solutions into those customer organisations alongside some of our 775,000 Microsoft Services Partners worldwide.