Digital Account Executive

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. 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. Breaks through to new contacts in new accounts and creatively builds customer engagement. 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. Delivers value-based solutions for 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 internally and externally key learnings about customers, history, and interest. Understands customer business and desired outcomes. Uses available digital tools to conduct and compile research. Applies lessons learned to future research. Relates customer priorities to Microsoft priorities and strategy. Demonstrates knowledge across industry and takes relevant use cases to customers. Creates constructive tension with customers to challenge thinking and develop deeper customer engagement. Surfaces customer organization structure to identify decision makers. Leverages partners and v-teams to understand customer landscape and build on relationships with customers. Manages relationships inclusive of customers, partners, and internal and external stakeholders. Applies lessons learned to future research. Provides guidance on best practices to others.
• 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. Serves as resource for 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. 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. Ensures renewals are prioritized and motioned appropriately. Supports others in their portfolio management efforts. Adheres to process for forecasting and timing renewals appropriately to drive consumption (e.g., T-180). Educates customers on available licensing platforms. Presents licensing fundamentals in conversations with customers. Identifies opportunities to consolidate SKUs and/or cross-sells and upsells in accordance with customer priorities and outcomes. 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. Ensures cohesive plan across consumption, ads, upsell, and renewal. Creatively leverages programs to scale across customers. Leverages existing sales plays and prioritized partners to drive new business and pipeline creation.
• 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. Provides insights across the organization. Identifies and solicits resources needed for success.
• 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. 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.

Other

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