Digital Account Management

Overview
Builds and maintains customer engagements with a focus on timelines and quality of customer contact. Works to identify contacts in new accounts and builds customer engagement. Conducts background research on existing accounts. Captures key learnings about customers, history, and interest. Understands customer business and goals, and uses available digital tools to conduct research. Monitors customer satisfaction metrics and acts on feedback appropriately. Attends to renewals and addresses renewal options with internal partners and customers to align business outcomes. Determines priority for each account in portfolio. Identifies and orchestrates resources and sales plays to execute against prioritization. Helps customers drive value from existing Microsoft investments. Collaborates with others, both internally across teams and externally to Microsoft in order to achieve revenue targets. Identifies and qualifies opportunities and pursues through lifecycle, and drives adoption through to cross-sell/upsell to new opportunities. Stays up to date on Microsoft offers and solutions. Uses knowledge to engage with customers and with internal teams. Develops and implements plan to build and maintain product and solution expertise.

Responsibilities
Account Management

• Strategically determines priority and depth for each account in the portfolio. Coordinates cross-functional resources to develop and execute against prioritization. Leverages relevant data (e.g., individual customer plan, analysis, available resources/programs) to craft and implement strategic plans that meet or exceed quota for the upcoming quarter/half. Ensures a strategic and cohesive plan across consumption, upsell, and renewal. Utilizes investment programs to maximize impact across customers. Leverages existing sales plays and prioritized partners to drive new business and pipeline creation. Coordinates and participates in the development of success plans for unified support and consumption plans for MACC customers, in partnership with customer success (e.g., CSAM) teams. Develops co-sell strategy with partner(s) as part of portfolio planning. Develops and leverages advanced industry knowledge. Holds self and others accountable for agreed upon time frames.
• Drives collaboration with internal and external stakeholders to achieve revenue targets and key deadlines. Coordinates strategic alignment of teams and resources with customer needs to enhance experience. Delivers organizational insights and aligns virtual teams with key opportunities. Leverages a broad network within and across partner ecosystem and resources to optimize account performance. Identifies resources (e.g., v-team orchestration) and partner solutions to help customers derive value from existing Microsoft investments.
• Proactively identifies and qualifies business opportunities, guiding them through the sales lifecycle to expand customer engagement. Improves pipeline accuracy and hygiene by using common sales and delivery methodology for the Microsoft sales organization (e.g., MCEM) criteria for qualifying and advancing sales prospects. Advocates MSFT solutions to the customer by demonstrating value and encouraging upsell/cross-sell opportunities. Understands customer strategy and presents tailored Microsoft solutions in complex deals. Engages with customer leaders and stakeholders to discuss budget considerations and align strategic priorities for investment.
• Attends to and proactively addresses renewals and anniversaries for both enterprise agreement (EA) and cloud solution provider (CSP), optimizing customer engagement. Customizes renewal options that align with partners and customer business outcomes and licensing vehicle. Identifies opportunities to consolidate and proactively engages in cross- and upsells that closely align with customer priorities and predicted outcomes. Adheres to process for forecasting and timing renewals to accelerate growth, consumption, and on-time renewals. Designs and directs actions for T-minus plans with a focus on strategic impact. Understands available licensing SKUs and programs. Defines negotiation strategies and stakeholder maps. Collaborates with partners to ensure right outcome(s) for the customer. Works with customers and partners to drive assessments and deep dives into customer environments. Understands and leverages investments in best possible way during renewal process. Conducts in-depth assessments into customer environments to understand needs and coordinates and implements resources and internal partners (e.g., commercial executives) to drive growth and consumption targets.

Customer Engagement

• Proactively analyzes customer satisfaction metrics (e.g., timeliness and quality of contact) and develops strategies to address identified trends. Serves as resource for others on customer satisfaction strategy. Independently oversees primary contact and ensures comprehensive feedback is gathered from appropriate contact, inputs information into applicable database(s), and incorporated from a broad range of sources. Leads in triaging customer dissatisfaction and implements effective resolutions promptly (e.g., prioritization, escalation). Serves as a point of contact for customer issues and ensures responses to customers are completed in a timely manner. Optimizes escalation process and strategically engages Microsoft executives to enhance impact. Anticipates and preemptively addresses potential customer issues, tailoring requirements to solutions to maximize satisfaction and streamline experiences. Proactively establishes conditions of satisfaction with customers at outset of engagement.
• Serves as the primary contact for and orchestrates customer engagements, strategically aligning resources (e.g., pod members, partners, v-teams, cross-functional teams). Coaches others on customer relationships and engagement. Synthesizes customer interactions to maximize effectiveness and strategic impact. Builds and deepens relationships with customers and implements a tiered approach to cadence of customer engagements across multiple lines of business. Serves as the voice of the customer and advocates for customers within the organization/Microsoft. Utilizes and enhances customer relationship management tools (e.g., MSX D365) to track and foster client relationships. Proactively reaches out to and engages with customers through diverse digital channels (e.g., social selling, podcasts, webinars).
• Captures and synthesizes key learnings internally and externally about customers. Develops deep understanding of customer business and drives business discussions (e.g., ROI). Leverages digital tools to conduct comprehensive research on existing accounts and customers and identifies decision makers within the customer organization. Understands and relates customer business needs and priorities to Microsoft priorities and strategy. Demonstrates expertise across applicable industry and brings tailored use cases to customers, anticipating their needs and industry trends.

Maintain Solution and Industry Expertise

• Proactively builds and maintains a strong knowledge of Microsoft's landscape, solutions, and strategy in the industry of assigned accounts, as well as of the business priorities. Demonstrates a strong understanding of the strategic customers' business strategy and the direction of appropriate industry(ies). Completes required training and certifications. Develops and implements personal development plan.

Qualifications
Required/minimum qualifications

Bachelor's Degree in Business Management, Information Technology, Marketing (or equivalent) or related field AND 3+ years sales and negotiation experience or related work experience OR 5+ years sales and negotiation experience OR equivalent experience.

Additional Or Preferred Qualifications
Bachelor's Degree in Business Management, Information Technology, Marketing (or equivalent) or related field AND 8+ years sales and negotiation experience or related work experience OR 10+ years technology sales and negotiation experience OR equivalent experience.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about
requesting accommodations.