Technical Account Manager Microsoft Application Subject Matter Expert

Contour Data Solutions, LLC; Philadelphia (Philadelphia County); On-site; USD 100,000 - 140,000; Full time

Job summary

Contour Data Solutions, LLC is seeking a Technical Account Manager / Microsoft Application Subject Matter Expert. This remote (US-based preferred) position focuses on managing all technical aspects of customer relationships while contributing to engineering as a Microsoft application SME.

You will provide business, technical, and product knowledge to managed services customers, serve as the escalation point for internal and client stakeholders, and educate clients on product features to drive

Qualifications

• Provide business, technical, and product knowledge in support of managed services customers.
• Act as the primary escalation point for internal technicians and customer key stakeholders.
• Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth.

Responsibilities

• Help customers manage day to day IT Operations.
• Discuss strategic initiatives and help the customers plan accordingly.
• Manage customer "Request For Change" within the environment.
• Participate in root cause analysis for severe incidents.
• Help coordinate tactical troubleshooting for customer issues.
• Participating in Crisis Management in the event of a disaster.
• Define how Contour interacts with the customer for support and incident management.
• Onboard new customers that you will manage.
• Participate in regularly scheduled meetings with customers to discuss ongoing business/technical issues and upcoming projects.
• Mentor/Cross train team members on existing and new technologies.

Job description

Company: Contour Data Solutions, LLC

Role: Technical Account Manager/Microsoft Application Subject Matter Expert

Location: Remote (US‑based preferred)

Salary Range: $100,000- $140,000

Technical Account Manager Microsoft Application Subject Matter Expert

Technical Account Manager (TAM) is responsible for managing all the technical aspects of the relationship with our customers while also contributing to the engineering team as a Microsoft application subject matter expert.

Job Description:

• Provide business, technical, and product knowledge in support of managed services customers.
• Technical Account Managers are primary escalation point for internal technicians and customer key stakeholders.

• Act as the middle-man to support organization to ensure client escalations are resolved in due time.
• Responsible to produce and maintain customer run books and SOPs as they relate to Contour's managed services.
• Technical sponsor between our customers and our 24 x 7 Operations Center.
• Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth.

• Assist in product trainings as necessary.
• Responsible to identify opportunities to make effective use of the company's products.
• They analyze customers' support needs and identify areas where the company can reduce support costs and offer improved service.
• Whenever customers agree to purchase a product or service, the TAM would be a key stakeholder in the onboarding and delivery of the specific product or service.
• They employ project management skills to put together installation programs that would minimize disruption for customers.
• Work with product development teams to customize products for large sales or for individual customers.

• Frequently conduct and coordinate tactical operations reviews with client teams
• Partner with Account Management and Sales Development teams to build relationships with decision makers, business contacts, and influencers

Day to Day Activates include:

• Help customers manage day to day IT Operations
• Discuss strategic initiatives and help the customers plan accordingly
• Manage customer "Request For Change" within the environment
• Participate in root cause analysis for severe incidents
• Help coordinate tactical troubleshooting for customer issues
• Participating in Crisis Management in the event of a disaster
• Define how Contour interacts with the customer for support and incident management
• Onboard new customers that you will manage
• Participate in regularly scheduled meetings with customers to discuss ongoing business/technical issues and upcoming projects
• Mentor/Cross train team members on existing and new technologies