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Technical Account Manager
2 months ago
We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Position Overview:
As a Technical Account Manager (TAM) you will be the owner of the technical relationship between the customer and Advania and a fundamental member of the Sales Expertise team, responsible for delivering a connected Customer experience. The role of the TAM is focussed on proactively guiding clients as they navigate their organisation through their digital transformation journey. Driving the client's adoption of Microsoft Cloud solutions and supporting the Customer in maximising their investment in key Microsoft Technologies such as Azure, Modern Workplace, Business Applications and Cyber Security & Compliance.
With a portfolio of fully managed Advania clients, you will be accountable in delivering TAM support ranging from 1 day per month to full time engagement. Technical Client success is achieved through a blend of tactical and strategic alignment to key projects and day to day operations, with a focus on delivering successful Customer outcomes, identifying and propose improvement opportunities, owning the creation and management of the clients Technical Roadmap and utilising Customer opportunities to drive innovation and the evolution of Advania service offerings.
Responsibilities:
Technical coverage in the TAM role is wide-ranging. Our clients are typically growing their use of Microsoft cloud technologies, and as a leading Microsoft-focused cloud and digital services provider, these platforms are central to our strategy. Having solid experience in Microsoft 365/Azure and Cloud Security, coupled with a desire to further develop your knowledge across the Microsoft stack is crucial. A growth Mindset will enable the successful candidate to drive transformation projects with the client and help evolve their organisation.
Our role as a Managed Services Provider often encompasses support for our client's physical locations and their I.T. infrastructure, familiarity with end-user compute technologies and on-premises networking design and implementation is also vital. TAM work is often fast-paced and across a large technology surface area - the successful candidate will be proficient in finding answers and acquiring knowledge from colleagues and external sources effectively.
You will collaborate with the Service Delivery Manager and Account Manager as part of the account team. An important element of the role is to be responsible for the production and regular updating of a client's technical strategic roadmap and creation of programs of work. You will be expected to develop High Level Designs that follow best practice, meet the client requirements, and fit within the Advania product portfolio. Once created, you will work with colleagues within our Professional Services function to ensure that any projects that are delivered follow the HLD that you have created.
Where applicable, any newly identified portfolio opportunities will be scoped and presented internally for review. In order for Advania to evolve supporting customers in the digital transformation journeys it is vital for newly presented challenges to develop into potential service offerings, the TAM plays a fundamental part in identifying and nurturing these opportunities to help Advania continuously improve as a service provider. Key functions: · Deliver strategic client engagements: You will work with several clients in high-value engagements that provide strategic impact. You will play a lead role in setting the technical roadmap for the client and use your awareness of the range of our product and services capabilities to maximise our added value whilst genuinely acting as a trusted advisor. This will include the production and maintenance of the client technology roadmap and utilisation of programs of work.
Technical contact for key clients: You will be the key technology contact for the client who will use you as a conduit to wider Advania technology resources and solutions. You will be expected to field questions on varying technologies, and be able to, either provide technical answers or coordinate Advania resources to assist the client with their question. You will also be expected to assist in complex support-related incidents to provide client-specific information and assistance.
Responsible for scoping requirement for your clients: Where it is identified that project work is required, you will be expected to create scoping documents that cover the proposed works and provide the commercial account manager with a BoM for these projects. You will also be expected to present the proposed solution back to the client, ensuring the clients expectations and understanding of the proposed solution are aligned. You will also be expected to present the same solution design to Internal Advania project teams to ensure continuity from design to implementation.
Customer retention and growth: working with the SE team you will ensure customers realise the value of the TAM and renew your contractual days. As well as delivering to your fully managed service clients, you will be expected to work with the account team on an as needed basis in the identification and delivery of generic technical requests. Individual Responsibilities Summarised:
Act as the Clients Technical Advocate within Advania
Drive the digital transformation vision and roadmap of our clients.
Attend client sites as required to Build a deep awareness of your client's technical estates.
Establish business strategies and the role technology plays in achieving these o Understand the Customers technology requirements.
Build strong relationships with stakeholders within our clients
Present strategy and/or technology solutions to Senior Stakeholders
Own the production and maintenance of Technology Strategy & Roadmap documents for your clients.
Create solution designs at a level that can be used to estimate effort.
Produce the foundation for the scope of work.
Create accurate BoM for technology solutions that can be used by the commercial account managers to price solutions.
Strengthen the collaborative relationship between the TAM and Account Team
Elevating the role of the TAM through leadership and technical expertise
Encouraging continuous improvement and innovation in service offerings
Leading as a Change Agent internally & externally o Maximising output efficiencies across the account team
Work with support teams as a level 4 escalation resource as required for your assigned clients.
Attend Advania offices as required for team/update meetings and collaboration with colleagues.
Continually develop and expand your knowledge and capability of Microsoft & relevant Industry technologies. Qualifications & Experience:
Have strong experience and understanding of Microsoft Cloud Technologies, including but not limited to:
Microsoft 365/Azure/Dynamics 365/Microsoft Security & Compliance/Microsoft Data & AI.
Modern Workplace - Microsoft 365 technologies/Teams/Windows11/Windows 365/Microsoft Viva.
Microsoft Azure - Spanning both IaaS and PaaS elements.
Microsoft Security and Compliance -
Defender/Sentinel/Entra/Purview/Endpoint Management
Business Applications - Dynamics 365/Power Platforms
Data & AI - Power BI/Microsoft AI/Azure AI (Co-Pilot)
An understanding of Microsoft licensing and the ability to support the client's utilisation of purchased licenses, with a view to support potential upgrades where appropriate.
Experienced in orchestrating collaborative working that delivers successful customer outcomes, bringing technology specialists into discussions and projects that provides customer value and efficient deliverables.
Ability to translate technical requirements into business outcomes, working with senior Business Decision Makers /Technical Decision makers to define clear outcomes and agree success criteria aligned to business processes.
Be a highly articulate, confident, and professional communicator with a client-centric focus, possessing the ability to construct and deliver high quality presentations in person and via remote meetings.
Support growth of the SE team and wider group by sharing knowledge and helping drive us forward · Be an innovator, able to identify key industry trends and contribute to ensuring the overall Advania proposition remains industry leading.
Be able to continually demonstrate effective commercial judgement. · Be comfortable working to deadlines in an occasionally pressured environment.
Experience in digital transformation roles desired but not essential. · Understanding of Change Management (ITIL/Prosci qualification preferred).
A passion for Cloud technology and desire to keep up to date with industry products and services Click here for the list of benefits.
This is a remote-first hybrid role. See here for details about our hybrid workstyle.
#LI-Hybrid
Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you'll need any reasonable adjustments as part of the selection process by highlighting these on your application form
