Technical Account Manager (TAM).

The Technical Account Manager (TAM) is a trusted enterprise IT advisor to US Cloud’s Microsoft Premier Support clients providing valuable guidance around operations and optimization of their Microsoft-centric IT infrastructure through quality Service Delivery Management.

One of the best features of US Cloud Premier Support is the TAM. Their primary focus is YOU —  enhancing your enterprise’s IT environment with Microsoft technologies while delivering faster world class Microsoft support for less. By maintaining a long-term relationship with their clients a TAM gains an understanding of their enterprise’s IT organization, impact on overall business, their IT goals, and their pain points – which is used by the TAM to create and manage a Service Delivery Plan ensuring their enterprise operational success with Microsoft products.

Technical Account Managers (TAM) Ensure Enterprise IT Operational Success with Microsoft Products

The Technical Account Manager role is all about service delivery management. As the conduit between your organization and our global support resources, the TAM will manage your Microsoft technology stack via a range of activities related to improving the operational health of your enterprise IT environment. The value the Technical Account Manager brings to Premier Support is increased client satisfaction, reduced support costs, and the awareness needed around Microsoft product improvements.

The TAM works with both senior and operational enterprise client stakeholders to drive a range of outcomes across strategy, design deployment, operations and end user adoption. The TAM holds responsibility for lifecycle delivery of Microsoft Enterprise Support services from initiation to retirement. This TAM is accountable for driving client satisfaction through the effective management of multiple programs of enterprise support.

1. Understand the Client’s Microsoft software investment and infrastructure
2. Assess MS solutions relative to extensive product roadmap and future releases
3. Enable successful incident resolutions, software deployments, and IT operations
4. Advise and support the maturation of Microsoft technologies
5. Leverage US Cloud’s expertise and Microsoft certified engineers, DSE and TAM resources
6. Enhance IT operational health and efficiency while reducing overall support costs

TAMs Enhance IT Operational Health and Efficiency While Reducing Microsoft Support Costs

The TAM ensures clients are making the most of their Microsoft technology by creating a tailored service delivery plan to drive business value from the enterprise’s IT investments and improving operational stability and performance. The TAM will also manage the delivery and follow-up of proactive services outlined in the service delivery plan as well as effectively communicate the realized value of services we’ve delivered through Service Reviews with the enterprise.

Proactive Services

• Analyze and review Client’s IT environment to develop in-depth understanding and identify opportunities / risks
• Work to mitigate any risks and help stabilize Client’s existing infrastructure
• Educate staff with custom content tailored to Client needs and environment
• Provide guidance and support to get the most out of your Microsoft investments

Reactive Services

• Primary point of escalation for support needs
• Issue Management, including support through escalations when needed
• Monthly in-depth review of current projects and issues being managed

Microsoft Enterprise Customer Success at US Cloud help clients realize their full potential through accelerated support and productive use of Microsoft technologies and solutions to meet their individual and unique business needs. We are a team of exceptional Technical Account Managers (TAMs) who deliver world class support, earning customer confidence, trust, and loyalty by Improving the overall Customer Experience, serving as the customer advocates within US Cloud and driving customer-centric Microsoft support services.

The TAM is a trusted enterprise IT advisor to US Cloud’s Premier Support clients providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. The TAM guides enterprises through engagements of professional services to assist in the deployment of a Microsoft product. Should something unexpected occur in the client’s Microsoft environment, the TAM working with Customer Success (CS), manages the incident to resolution and then follows up to ensure operational improvement within the enterprise’s IT environment.

As Microsoft continues to swap its Technical Account Managers (TAM) for lower-cost Customer Service Account Managers (CSAM), US Cloud is going the opposite direction by continuing to invest in TAMs – many of which had long tenures at Microsoft. Enterprises small to large have spoken; 3 out of 4 Microsoft Enterprise Support clients at US Cloud feel that TAMs are essential to their long-term IT success.

True Technical Account Managers deliver a higher level of Microsoft support by interfacing between your internal IT team and the US Cloud Premier Support team. This role is all about service delivery management. As the conduit between your organization and our global support resources, the TAM will manage your Microsoft technology stack via a range of activities related to improving the operational health and efficiency of your enterprise IT.