Digital Account Management

Job description

**Overview** Establishes and maintains customer engagements, and focuses on value of customer contact. Begins to develop contacts across lines of business. Conducts background research and investigates existing accounts customers. Captures key learnings about customers, history, and interest. Understands customer business and goals. Ensures effective transition and ongoing management of accounts and monitors customer satisfaction metrics. Addresses renewal options with internal partners and customers to align business outcomes and ensure renewal. Determines priority for each account in portfolio, and identifies resources to develop plan to execute against prioritization. Helps customers drive value from existing Microsoft investments. Orchestrates collaboration to match teams and resources to customer needs. Understands customer digital transformation strategy. Identifies and qualifies opportunities and pursues through lifecycle. 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. **Responsibilities** ### Account Management Strategically identifies and qualifies business opportunities, leading them through the sales lifecycle to maximize customer engagement. Drives improvements in pipeline accuracy and hygiene by expertly applying common sales and delivery methodology for the Microsoft sales organization (e.g., MCEM) criteria for qualifying and progressing sales prospects. Advocates for Microsoft solutions to customer by articulating value and strategically promoting upsell/cross-sell opportunities. Orchestrates customer strategy development, leading the creation of sales strategies to achieve customer goals, and presents sophisticated Microsoft solutions in high-stakes deals. Collaborates with customer leaders and stakeholders to thoroughly analyze budget considerations and decisively align strategic priorities for investment with a significant impact on business outcomes. Strategically manages and proactively leads renewals and anniversaries for both enterprise agreement (EA) and cloud solution provider (CSP), with a focus on maximizing customer engagement and satisfaction. Develops tailored renewal options that align with partners and customer business outcomes and licensing vehicle and supports others in the renewal process. Seeks out opportunities to consolidate and drives cross- and upsells that are closely integrated with customer priorities and predicted outcomes. Establishes and refines the process for forecasting and timing renewals to optimize growth, consumption, and on-time renewals. Conceives and implements strategic actions for T-minus plans with a focus on sustainable impact. Provides expertise on available licensing SKUs and programs and advises on how they can be leveraged to meet complex customer needs. Implements and drives negotiation strategies and stakeholder maps. Takes lead in driving conversations with appropriate parties and collaborates with partners to scale and maximize resources effectively. 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. Leads the strategic prioritization of accounts within the portfolio. Directs cross-functional resources and orchestrates development and execution against prioritization. Utilizes a deep understanding of relevant data (e.g., individual customer plan, analysis, available resources/programs) to devise and execute strategic plans that exceed quota for the upcoming year. Ensures a holistic and strategic integration of plans across consumption, upsell, and renewal. Optimizes investment programs to maximize impact across customers and identifies new ways to go-to-market. Provides strategic recommendations for sales plays and identifies key partners to drive new business and pipeline creation. Coaches others to identify and address gaps in territory strategy. Drives engagement cadence during the development of success plans for unified support and consumption plans for MACC customers, in partnership with customer success (e.g., CSAM) teams. Creates co-sell campaigns with partner(s) to align portfolio planning with broader business objectives. Enables partners in their go-to-market strategies. Demonstrates subject matter expertise of industry knowledge to enhance strategic planning and close territory gaps or new-to-role territories. Enforces accountability for deliverables within agreed-upon time frames among self and team members. Leads strategic collaboration with internal and external stakeholders to meet and exceed revenue targets and critical deadlines. Orchestrates strategic alignment of teams and resources with customer needs to maximize experience. Provides key organizational insights and ensures alignment of virtual teams with significant opportunities. Mentors others in orchestration and serves as escalation point to resolve collaboration needs. Utilizes and expands a broad network within and across partner ecosystem and resources to drive optimal account performance across solution areas and programs. Identifies resources (e.g., v-team orchestration) and partner solutions to help customers derive value from existing Microsoft investments.  ### Customer Engagement Leads in-depth analysis of customer satisfaction metrics (e.g., timeliness and quality of contact) and develops and implements comprehensive strategies to address identified trends. Acts as a trusted advisor and resource for others on advanced customer satisfaction strategy and best practices. Strategically 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, including cross-functional teams. Serves as an escalation contact for customer dissatisfaction and designs and implements effective resolutions promptly (e.g., prioritization, escalation). Serves as a point of contact for complex customer issues and ensures responses to customers are completed in a timely manner. Manages the escalation process and strategically engages Microsoft executives to enhance impact. Drives initiatives to anticipate and preemptively address potential customer issues, tailoring requirements to solutions to maximize satisfaction and streamline experiences. Initiates and negotiates conditions of satisfaction with customers at outset of engagement for strategic accounts. Strategically orchestrates customer engagements, ensuring alignment of resources across broader teams (e.g., pod members, partners, virtual teams, cross-functional teams), and mentoring team members on fostering strong customer relationships and engagement strategies. Applies advanced synthesis of customer interactions to enhance strategic impact and effectiveness within the organization. Strengthens and expands relationships with key customers and implements advanced tiered approaches to the cadence of customer engagements across multiple lines of business. Acts as a senior advocate and trusted advisor for the customer and influences internal strategies by providing insights from customer perspectives. Leads the utilization and refinement of customer relationship management tools (e.g., MSX D365) to optimize client relationship development. Initiates and leads proactive outreach to engage with customers through innovative digital channels (e.g., social selling, podcasts, webinars), setting benchmarks for digital engagement. Captures, assesses, and interprets key learnings internally and externally about customers, coaching team on senior leader engagements and relevancy to board-level approvals. Develops and adapts deep understanding of customer business to lead industry conversations and drive strategic business discussions (e.g., ROI, market trends). Proactively leverages digital tools to conduct comprehensive, in-depth research on existing accounts and customers, and strategically identifies key decision-makers within the customer organization. Aligns customer business needs and priorities with Microsoft priorities and broad business strategy. Demonstrates recognized expertise across applicable industry and constructs and presents tailored use cases to customers, proactively anticipating their needs and providing foresight into industry trends.  ### Maintain Solution and Industry Expertise Strategically builds and leverages a deep knowledge of Microsoft's landscape, solutions, and strategy within the industry of assigned accounts, as well as a thorough comprehension of the business priorities. Provides Microsoft point of view on Microsoft solutions and appropriate industry trends and use cases. Exhibits an expert-level understanding of the strategic customers' business strategy and appropriate industry trends and use cases. Completes required training and certifications. Constructs and executes a comprehensive personal development plan with long-term career objectives. **Qualifications** ### Required/minimum qualifications Bachelor's Degree in Business Management, Information Technology, Marketing (or equivalent) or related field AND 6+ years sales and negotiation experience or related work experience OR 8+ 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 12+ years sales and negotiation experience or related work experience OR 14+ years software industry 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.**](https://careers.microsoft.com/v2/global/en/accessibility.html)