Digital Account Manager

The Digital Account Manager

• helps businesses achieve their digital transformation goals by matching customer challenges with Microsoft solutions.
• helps our managed customers across industries, to identify their needs and opportunities using the latest in digital selling technology.
• helps customers get to the Microsoft Cloud across solution areas like Modern Work, Business Applications, Applications and Infrastructure, Data and AI, and Security.
• adds value by developing and maintaining strong customer relationships that include building relationships with executives at the Chief-level (CxO) as well as other Business and Technical Decision Makers within the customers organizations.
• effective leverage all the digital tools available and orchstrate the other members of the team to address customer needs and requirements
• engage with partners to be able to find the best solution that will address the customer needs

Responsibilities Customer Engagement

• Establishes and maintains customer engagements. Maximizes value of customer

contact. Documents and synthesizes customer contacts for maximum
effectiveness. Coaches others on customer relationships and engagement.
Compiles and shares best practices proactively with others. Develops partnerships
with customers. Reaches trusted advisor status. Maintains breadth and depth of
customer relationships and increases level of customer contacts. Maintains
contacts across lines of business. Implements tiered approach to cadence and
depth of contacts. Shares best practices with others. Breaks through to new
contacts in new accounts and creatively builds customer engagement and
coaches others on successful strategies. Advocates for customers (voice of the
customer) within the organization/ Microsoft. Serves as central point for all
customer communications. Manages relationships on behalf of the customer.
Introduces different resources based on customer contacts. Correctly aligns
resources (e.g., partners, v-team). Reaches out to and engages with customers
through digital channels (e.g., social selling, audio, video).

• Conducts background research on existing customers. Captures and shares key

learnings about customers, history, and interest. Understands customer business
and desired outcomes. Uses available digital tools and technology to conduct
and compile research. Applies lessons learned to future research. Provides
guidance on best practices to others. Coaches team on senior executive
engagements and relevancy to board-level approvals. Leads industry
conversations. Innovates in making solutions relevant for customer industries.
Relates customer priorities to Microsoft priorities and strategy. Demonstrates
knowledge across industry and takes relevant use cases to customers to drive
outcomes. Creates constructive tension with customers to challenge thinking and
develop deeper customer engagement. Coaches others on challenger approach.
Creates strategy to take insights from relationships to influence decision makers.
Manages relationships inclusive of customers, partners, and internal and external
stakeholders.

• Ensures continuity of customer accounts and monitors customer satisfaction

metrics (e.g., timeliness and quality of contact). Follows up and incorporates
feedback from customers into future engagements. Ensures implementation
matches intent and follows up as needed. Coaches others on customer
satisfaction best practices. Manages primary contact appropriately to ensure
feedback is gathered from the correct sources on an ongoing basis. Triages
customer dissatisfaction and handles in timely manner (e.g., prioritization,
escalation). Manages escalation process appropriately and leverages Microsoft
executives to yield positive impact. Anticipates potential customer issues and
matches requirements to solutions to maximize satisfaction and simplification.
Encourages adoption on ongoing basis to improve satisfaction. Proactively
establishes conditions of satisfaction with customers at outset of engagement.
Customer-centric. Takes a challenger mentality to customer thinking or strategy
regarding recommended solutions based on experience and depth of
relationship, with particular customer and other customers like them. Defines,
with top customers, conditions of satisfaction (COSs) to reflect joint
understanding and alignment to customer priorities. Demonstrates COSs
mentality across stakeholders.
Account Management

• Attends to and proactively addresses renewals. Creatively addresses renewal

options with internal partners and customers to maximize business outcomes and
likelihood of renewal. Includes nuanced understanding of renewals process and
application of solutions knowledge to navigating renewals with customers.
Supports others in the renewal process. Sought out by others for expertise.
Ensures renewals are prioritized and motioned appropriately. Supports others in
their portfolio management efforts and is sought out for expertise. Adheres to
process for forecasting and timing renewals appropriately to drive consumption
(e.g., T-180). Provides differentiation and contractual options to drive upsell.
Engages with appropriate parties on renewals to drive upsell and cross-sell (e.g.,
CEs). Educates customers on available licensing platforms. Presents licensing
fundamentals in conversations with customers. Identifies opportunities to
consolidate SKUs and / or cross- and upsells in accordance with customer
priorities and outcomes. Takes lead in driving modern workplace conversations
with customers and appropriately delegates to v-team specialists as needed to
drive cross-sell/upsell. Collaborates proactively with partners to scale and
maximize resources effectively. Leverages multiple equal offers (MEO) and
empowerment strategically. Leverages renewals to maximize customer adds.
Creates and implements action plans for T-180.

• Determines priority and depth for each account in portfolio. Marshals resources

to develop plan to execute against prioritization. Determines plan to meet or
exceed quota based on customer analysis and available resources. Develops
internal resources to support current and future customer engagements. Coaches
others on territory management best practices and techniques. Ensures cohesive
plan across consumption, ads, upsell, and renewal. Innovates in new ways to go
to market. Demonstrates thought leadership in industry and solutions. Holds self
and others accountable for agreed upon time frames. Creatively leverages
programs to scale across customers. Identifies partners to drive new business and
pipeline creation. Makes recommendations or influences sales plays. Takes on
additional responsibilities to close territory gaps or new-to-role territories.
Mentors and coaches others to find and address gaps in territory strategy.

• Conducts analyses into what customers are using versus needs. Identifies

resources (e.g., v-team orchestration) and partner solutions to help customers
derive value from existing Microsoft investments.

• Collaborates with others, both internally and externally to Microsoft in order to

achieve revenue targets. Manages key stakeholders to meet critical deadlines.
Orchestrates strategic conversations internally or externally to match teams and
resources to customer needs and to streamline customer experience. Cultivates
resources for ongoing collaboration and future engagements. Mentors others in
orchestration and serves as escalation point to resolve collaboration needs.
Ensures v-team is positioned for the right opportunities at the right times.
Provides insights across the organization. Identifies and solicits resources needed
for success. Leverages relationships and resources across solution areas to drive
account outcomes. Builds and maintains broad network within and across partner
community for specific skill sets and industries as well as within Microsoft.
Facilitates customer introductions.

• Identifies and qualifies opportunities and pursues through lifecycle. Drives

adoption through to cross-sell/upsell to new opportunities. Drives movement of
customers to cloud solutions and to healthy cloud mix in customer accounts
where appropriate. Drives customer adds and existing customers to new
solutions. Demonstrates value of cloud solutions to customers. Supports internal
teams in maximizing likelihood of moving customers to new solutions. Coaches
others on techniques to drive success. Understands and accelerates customer
cloud strategy. Assists customers in building roadmap to achieve desired
outcomes. Presents range of options and Microsoft cloud strategy to customer in
large and complex deals to achieve desired outcomes that address multiple
strategic factors. Drives conversations with C-Suite executives around budgets,
availability of budgets, and prioritization. Demonstrates challenger mindset in
customer engagements.
Maintain Product and Solution Expertise

• Consolidates and shares best practices with others. Uses knowledge to engage

with customers and with internal teams. Completes required training and
certifications in a timely manner. Develops and implements personal
development plan. Develops and maintains industry solution expertise Qualifications Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.