US Cloud is hiring a Technical Account Manager to oversee and address customers' technical needs within the Microsoft tech stack, helping them maximize the use of Microsoft technologies. You will build customer trust and loyalty by serving as their advocate, driving customer-centric improvements, and delivering customized solutions.
What You'll Do
- Maximize Client Satisfaction (CSAT) by resolving technical issues quickly and effectively.
- Act as a customer advocate, aligning services with client needs to drive business value.
- Regularly gather and analyze feedback to improve service delivery.
- Maintain strong relationships with assigned clients as their main technical point of contact.
- Develop a strategic roadmap for managing Microsoft technologies for clients.
- Oversee all aspects of account management, including proactive identification of risks to minimize downtime.
- Collaborate closely with technical support and engineering teams to ensure client needs are met.
- Advocate on behalf of clients to ensure their priorities are reflected in solutions.
- Communicate client concerns and needs to internal teams.
- Lead monthly and quarterly business reviews (MBRs/QBRs) with clients.
- Provide detailed reporting on account performance and key metrics.
- Identify opportunities to enhance the value delivered to clients.
- Collaborate with sales, technical, and client success teams to ensure smooth renewal processes.
- Contribute insights during renewals to improve value propositions.
- Participate in discussions to optimize contract renewals, extensions, or expansions.
What We're Looking For
- 3+ years of experience in an Enterprise support environment.
- 3+ years of experience in two or more of: enterprise resource planning facilitating digital transformation discussions and strategy, database systems, messaging, management, and operations, and/or security.
- Experience within Windows Server, Win10, Active Directory, Systems Center, Azure, Office 365, SharePoint Server, SQL Server, Exchange Server, and Dynamics ERP.
- Refined oral and written communication skills with ability to effectively negotiate, convey ideas, and build strong relationships.
- A Bachelor’s degree or equivalent work experience.
Nice to Have
- Project management and organizational skills.
- Experience working with Salesforce or equivalent CRM solutions.
- Use of Video Conferencing Platforms (Microsoft Skype / Cisco WebEx / Citrix GoToMeeting).
- ITIL/ITSM service delivery ticket solution skills.
- Microsoft certifications desirable.
Technical Stack
- Windows Server, Win10, Active Directory, Systems Center
- Azure, Office 365
- SharePoint Server, SQL Server, Exchange Server, Dynamics ERP
- Salesforce
- Microsoft Skype, Cisco WebEx, Citrix GoToMeeting
Team & Environment
This role is part of the advisory team within the Client Success department.
Work Mode
This is a remote position. While based in St. Louis, Missouri, United States, the role is open to remote candidates.
US Cloud is an equal opportunity employer, and we value diversity at our company. We do not discriminate based on race, religion, color, national origin, dietary preferences, gender, sexual orientation, age, fashion sense, marital status, veteran status, disability status, or political leanings.
