Digital Account Manager : ITES

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.

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.