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

Job Description:

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.

• 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 Activities 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.