Microsoft Enterprise Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies and solutions to meet their individual and unique business needs. We are a team of exceptional people who deliver world class services with partners, earning customer confidence, trust, and loyalty by Improving the overall Customer and Partner Experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement.
The Premier Technical Account Manager (TAM) acts as a trusted business advisor to Microsoft’s Premier Support customers, providing Premier Support Services aligned to the customer’s priorities in order to maximize the business value of their Microsoft investment. The TAM is the only front-line customer facing support role within the Services organization. The TAM is responsible for the overall growth, quality and satisfaction of the customer’s support services relationship. A successful TAM consistently exhibits the following attributes:
CUSTOMER – Creates a trusted advisor relationship with key stakeholders within the customer organization, including the IT Directors, CTO, CIO and LOB leaders as well as technology professionals
The TAM demonstrates a deep understanding of the market forces affecting our customers and offers insight into new ways Microsoft can provide greater value. The TAM must be a change agent by articulating the case for change and helping the customer realize the improved business impact of appropriate use of Microsoft Support services.
BUSINESS –The TAM is responsible for sustainable growth through routinely partnering with Services Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service. The TAM is responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent with Microsoft’s legal, fiscal and personnel policies.
DELIVERY – The TAM must be proficient in understanding the entire support services portfolio and can articulate the value of these services to our customers. The TAM will partner with our customers to ascertain their IT priorities in order to set a long-term strategy for service delivery that aligns to their business objectives. The TAM must be literate and conversant on the Microsoft technology, method and procedures for its application. The TAM is responsible for excellent delivery of services across entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services.
LEADERSHIP – This role requires strong communications skills and imaginative, bold thinking in all situations. The TAM must be able to lead teams comprised of Microsoft, Partner and customer resources engaged in the delivery of complex solutions that result in a One Microsoft approach. The TAM must display Executive presence and confidence to manage executive relationships internally and with the customer to create business transformation.
A prospective Technical Account Manager at Microsoft should have a good understanding of the company and position.
This list includes: Basic reviews of the position, company, and an overview of the Microsoft Premier Support deck.
An Aspiring TAM must demonstrate deep understanding of market forces affecting customers and be able to offer insight into new ways Microsoft can provide greater value. The below list represents a snapshot of the resources I am analyzing to prepare for this role.
A Sales Engineer/TAM should be motivated to learn outside of work and school. The documents below detail my endeavors to continuously grow.
This list includes:
• Certified ScrumMaster Class and Cert Info
• Complete, Current, & Future Classes at Western Governors University
• Microsoft Trainings/Certs
• Dale Carnegie Class Info
• Harvard Business School Info
• Prosci© Course info
• 30-60-90 Plan • (Released August 2)
• 100-180 Extended Plan •
• Personal Learning and Development Plan •
• Continuous Improvement Plan •
• Service Delivery Goals •
• Service Delivery Design/Outline •
• Account Management Best Practices •
• Customer Relationship and Account Management Engagement Schedule •
Coming Soon! I am writing these while studying for ITIL
Coming Soon! I am writing these while studying for ITIL
Link to repository of public-facing documents about the TAM's SDLC and my vision of success.
We've noticed that successful candidates don't stop at understanding the position they're interviewing for. They gain a thorough, high-level understanding of Microsoft as a business and learn how their desired position contributes to working as one to empower billions.
In connection to my PDP, this will link to a long-term career path, laying out how I plan to use my education to empower others to change the world.
The most valuable candidate will think outside the box and have a vision beyond the role they’re applying for. This vision extends to where they want to grow within Microsoft. Read about different career paths by visiting Microsoft Life.
This will link to a collection of references, recommendation letters (see image above!) and LinkedIn referrals.
Be prepared to answer questions related to professional relationships you maintained with former supervisors and colleagues.
This will link to a doc explaining where my internal motivation comes from and how my growth mindset helps others increase their potential by working through or with me.
We look for a strong desire to learn, intelligence, a passion for technology, a willingness to work hard, rock-solid skills, an entrepreneurial spirit, and a desire to be the best.
This will link to a page on best practices - part of the document created above named "Account Management Best Practices"
Be prepared to speak about how you solved a job-specific issue, design question, or problem-solving puzzle. We're interested in how your mind works, how you find solutions, and how you articulate your thought process.
This will link to Microsoft pages on where they are in the industry for reference and review purposes. (see industry research)
Great candidates have an idea of what's happening in the tech industry. It's good to know what Microsoft is doing well, and how we can make ourselves stand out from the competition.
Geoffrey Owen_Resume_MS TAM_07.31.2019 (docx)Download
Geoffrey Owen_References_MS TAM_Job 668258 (pdf)Download
Geoffrey Owen Writing Sample 1 - MS TAM_Job 668258 (pdf)Download
Geoffrey Owen Writing Sample 2 - MS TAM_Job 668258 (pdf)Download
Geoffrey Owen Writing Sample 3 - MS TAM_Job 668258 (pdf)Download
Geoffrey Owen Writing Sample 4 - MS TAM_Job 668258 (pdf)Download
• The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change - Covey, Stephen R. (x10 read)
• Quiet Strength: The Principles, Practices, and Priorities of a Winning Life - Tony Dungy and Nathan Whitaker
• Elon Musk: Tesla, SpaceX, and the Quest for a Fantastic Future - Ashlee Vance
• AUDIBLE - Imagine It Forward - Beth Comstock, Tahl Raz
• AUDIBLE - The Power of Now - Eckhart Tolle
• AUDIBLE - A New Earth - Eckhart Tolle
• AUDIBLE - The 7 Habits of Highly Effective People & The 8th Habit (Special 3-Hour Abridgement) - Stephen R. Covey
• AUDIBLE - The 7 Habits of Highly Effective People - Stephen R. Covey
• AUDIBLE - Power Moves - Adam Grant
• AUDIBLE - Rich Dad Poor Dad - Robert T. Kiyosaki
• AUDIBLE - The Plant Paradox - Steven R. Gundry MD
• AUDIBLE - Hi Bob! - Bob Newhart
• AUDIBLE - Agile - Jason Bennett, Jennifer Bowen
• AUDIBLE - Speaking As a Leader - Judith Humphrey
• A Guide to the Project Management Body of Knowledge (PMBOK® Guide)–Sixth Edition - Project Management Institute
• Crossing the Chasm - Geoffrey A. Moore
• The Motley Fool Investment Guide: Third Edition: How the Fools Beat Wall Street's Wise Men and How You Can Too - by Tom Gardner and David Gardner
• AUDBILE - Woo, Wow, and Win - Thomas A. Stewart, Patricia O'Connell
• AUDIBLE - Imagine It Forward - Beth Comstock, Tahl Raz
• The Fast Forward MBA in Project Management (4th Edition)– by Eric Verzuh
• The Checklist Manifesto: How to Get Things Right , Gawande, Atul
• The First 90 Days: Critical Success Strategies for New Leaders at All Levels - Michael Watkins
• Crucial Conversations: Tools for Talking When Stakes Are High - Kerry Patterson , Joseph Grenny
• 301 Best Questions to Ask on Your Interview, Second Edition - by John Kador
• AUDIBLE - The Laws of Human Nature - Robert Greene
• Starting a Business QuickStart Guide: The Simplified Beginner’s Guide to Launching a Successful Small Business, Turning Your Vision into Reality, and Achieving Your Entrepreneurial Dream - Colwell PhD MBA, Ken
Jones, Donald W.
• Adulting: How to Become a Grown-up in 535 Easy(ish) Steps - Kelly Williams Brown
• The Scrum Guide, November 2017 update: http://scrumguides.org/docs/scrumguide/v2017/2017-Scrum-Guide-US.pdf#zoom=100
• Scrum origins: The Harvard Business Review paper that originally used “Scrum" as an analogy for self-organizing team ingenuity:
• Agile Forecasting and Agile Contracts
Macro Measurements (forecasting for agile development): http://scrumreferencecard.com/MacroMeasurementWhitepaper.pdf
• Agile Contracts: The Evolutionary Contract Model (Scrum Gathering London 2011 presentation by Susan Atkinson): https://www.agileconference.org/wp-content/uploads/2011/06/The-Evolutionary-Contract-Model.pdf
Making Scrum Stick in Regulated Industries (Agile Agile 2013 presentation by Laszlo Szalvay and Pat Reed.) Pat Reed is working to promote updates to Generally Accepted Accounting Practices (GAAP) to recognize & accommodate agile development approaches.
• Continuous Design/Integration/Emergent Architecture & Design
A short continuous design/emergent design/emergent architecture paper is here: http://www.martinfowler.com/ieeeSoftware/continuousDesign.pdf
Continuous Integration is discussed here: http://martinfowler.com/articles/continuousIntegration.html
• Refactoring: Improving The Design of Existing Code, Martin Fowler, 1999
• Craig Larman (of Scaling Lean & Agile Development fame) on Emergent Architecture & Design: http://www.less.works/less/technical-excellence/architecture-design.html
• UX Design and Scrum - Where does UX Design fit with Scrum? http://blogs.collab.net/agile/is-ui-work-or-requirements#.Vg6E5Ka4AZg
• Large-Scale Scrum - www.less.works
• Flow: The Psychology of Optimal Experience, Mihaly Csikszentmihalyi, 1990
• Slack: Getting Past Burnout, Busywork, and the Myth of Total Efficiency, Tom DeMarco, 2001
• Group Genius: The Creative Power of Collaboration, Keith Sawyer, 2007
• Agile Retrospectives: Making Good Teams Great, Derby/Larsen, 2006
• Dan Pink's TED Talk in 2009 summarizing his arguments he later published in his 2011 book, Drive: The Surprising Truth About What Motivates Us: https://www.youtube.com/watch?v=rrkrvAUbU9Y
Agile Product Development
• Scaling Lean & Agile Development, Craig Larman and Bas Vodde, 2008
• Extreme Programming Explained, Kent Beck, 2000
• Test Driven Development: By Example, Kent Beck, 2003
• Working Effectively with Legacy Code, Michael Feathers, 2004
Evidence that Performance Reviews, Incentive Pay, and other typical HR practices may harm your business
• What HR Doesn’t Know About Scrum: http://scrumreferencecard.com/WhatHRDoesntKnowAboutScrum_BetterSoftwareMagazine.pdf
• Punished by Rewards: The Trouble with Gold Stars, Incentive Plans, A's, Praise, and Other Bribes, Kohn, 1993
• Abolishing Performance Appraisals: Why They Backfire and What To Do Instead, Coens/Jenkins, 2000
• Popular Personality Test MTBI may not yet be able to support the claims its promoters make:
Antipatterns: Behaviors to Avoid!
• Mini-waterfalls within or across Sprints: The Staggered Iterative Waterfall, parts 1 and 2
• Product Owner as glorified BA and other proxies