Things have been very busy coming up to speed with Microsoft. I have an Inbox of 5 gig already, thousands of unread emails, but hopefully I am not missing the important ones. It would be impossible to get to all of them, I keep most of them to search and for reference if needed (hopefully not needed now with Delve). I am however reconsidering how I have structured my Inbox folders and Rules.
There is a lot of training to be done (each month there is usually some compliance training). I have done around 100 courses in 6 months. I have some more training coming up where I am hoping to learn about all the new products and features coming such as HoloLens, Azure (I can’t blog about it sorry).
It’s one thing to read and understand a position description, but what I have I actually been doing at Microsoft in 2016 as a TAM.
I have a number of different customers all based in Brisbane. I do spend most of my time in Brisbane with a small amount of travel.
My role is directly related to Premier Agreements that a customer purchases.
I have extracted and highlighted the key parts to my role from the TAM PD located here. (this is an advertised role so the link may stop working).
The TAM is a trusted business advisor to Microsoft’s Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. Once a Premier customer has deployed a Microsoft product, should something unexpected occur, the TAM working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer’s IT environment. By maintaining a long-term relationship with their customers a TAM gains an understanding of their customers’ IT organizations’ impact on overall business, their IT goals, and their pain points – which is used by the TAM to create a Service Delivery Plan ensuring their customers’ operational success with Microsoft products.
The role requires a leader who is resourceful, confident under pressure, and has demonstrated knowledge in services, operational support, customer relationship management and business development.
TECHNICAL SUPPORT – Manage customers technical support requests. Ensure Premier customers receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans.
TECHNICAL SERVICES – Analyze and determine most effective method of problem resolution by utilizing applicable internal resources.
ACCOUNT MANAGEMENT – Work with accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. – Maintain effective working relationships with assigned customers.
TECHNICAL KNOWLEDGE – Maintain and expand working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery.
OTHER RESPONSIBILITIES – Share best practices with team members to contribute to enhance the quality and efficiency of customer support. Establish effective working relationships with Product Groups by working through appropriate escalation channels. Also establish strong relationships with Microsoft Field Sales, Consulting Services and other internal resources as appropriate.
Most days I have several customer meetings. Double bookings occur frequently, and juggling how we defer meetings based on availability, timezone, and priority is an art form. Internal team meetings are very limited. You can see my meeting habits in a previous post on Delve Analytics.
Here are some other posts which I found while taking the time to write this post.
Please feel free to ask me any questions if you are considering applying for a TAM role at Microsoft.
Let’s get technical – To see my next article on my corporate workstation click here