1. Microsoft Premier Services
Technical Account
Manager
Make life simpler with the help of a Premier Services Technical Account Manager (TAM) – your
primary technical contact at Microsoft. Drawing upon their extensive operational skills, a TAM
coordinates the successful delivery of all Microsoft Premier Services elements.
Overview
The principal role of the TAM is
to build the technical support
relationship between your organisation
and Microsoft, while helping you to
maintain and improve the operational
health of your organisation. Motivated by
customer satisfaction, the TAM is your
day-to-day point of contact. They work
directly with your IT staff to ensure that
all your needs are being met and issues
are resolved as quickly as possible. Their
principal aim is to help you achieve the
greatest return on your investment in
Microsoft products.
On a daily basis, your TAM will anticipate
problems and proactively help you avoid
them. If an incident should occur, your
TAM will assist with managing the
resolution, minimising potential downtime.
Key Responsibilities
When you purchase Microsoft Premier
Services, your TAM coordinates a variety
of proactive and responsive assistance:
1. The Orientation and
Planning Session
Establishes your expectations of
Microsoft and its products, so you know
what to expect from your
TAM and how to maximise your
investment with Microsoft.
2. Proactive Repairs
Limits incident occurrence through
systems reviews, which help spot
potential bottlenecks and head off
problems to keep you running 24 x 7.
“Our TAM provides us with on-hand technical information that ordinarily we
wouldn’t have access to. This includes directing us to available resources, or
providing customised presentations on topics and products important to our
business. They also represent us within Microsoft, so we are assured that our
problems and concerns are also theirs. We know we have the best technical
minds focused on our business.”
Mark De Bortoli
Senior Network Administrator
Natural Resources and Mines, QLD

2. 3. Escalation Management
Takes the initiative to resolve problems
and help you effectively manage your
total cost of ownership, through the
delivery of skilled expertise, when you
need it most.
4. Status Meetings and
Usage Reports
Tracks the progress on all parts of the
contract and delivered services, with
regular updates and feedback. You’ll
know what work has been completed and
what needs to be done. You also receive
information on closed and outstanding
support cases.
A TAM also operates in an advisory
capacity and can help you:
• Build closer links to key product,
management and support resources
within Microsoft to help address
your needs;
• Keep up to date with the latest
technology, product and support
information;
• Stay ahead of the market with access
to confidential product information and
pre-release software;
• Enhance the skills of your IT staff
through greater integration between
your organisation and Microsoft
specialists to support greater skills
transfer; and
• Improve your understanding of
strengths and how best to leverage
Microsoft products.
Whatever support you need, whether it’s
new technology, trouble shooting
problems or simply some sound advice –
your TAM will be there to help, ensuring
Microsoft’s services and products
achieve your business goals.
For more information on Technical Account Management as part of Microsoft Premier
Services or any other Microsoft Services offerings, talk to your Account Manager
or call 62 21 5704254. Please visit www.microsoft.com/indonesia/services/
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