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 customercontact. Documents and synthesizes customer contacts for maximumeffectiveness. Coaches others on customer relationships and engagement.Compiles and shares best practices proactively with others. Develops partnershipswith customers. Reaches trusted advisor status. Maintains breadth and depth ofcustomer relationships and increases level of customer contacts. Maintainscontacts across lines of business. Implements tiered approach to cadence anddepth of contacts. Shares best practices with others. Breaks through to newcontacts in new accounts and creatively builds customer engagement andcoaches others on successful strategies. Advocates for customers (voice of thecustomer) within the organization/ Microsoft. Serves as central point for allcustomer communications. Manages relationships on behalf of the customer.Introduces different resources based on customer contacts. Correctly alignsresources (e.g., partners, v-team). Reaches out to and engages with customersthrough digital channels (e.g., social selling, audio, video).- Conducts background research on existing customers. Captures and shares keylearnings about customers, history, and interest. Understands customer businessand desired outcomes. Uses available digital tools and technology to conductand compile research. Applies lessons learned to future research. Providesguidance on best practices to others. Coaches team on senior executiveengagements and relevancy to board-level approvals. Leads industryconversations. Innovates in making solutions relevant for customer industries.Relates customer priorities to Microsoft priorities and strategy. Demonstratesknowledge across industry and takes relevant use cases to customers to driveoutcomes. Creates constructive tension with customers to challenge thinking anddevelop 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 externalstakeholders.- Ensures continuity of customer accounts and monitors customer satisfactionmetrics (e.g., timeliness and quality of contact). Follows up and incorporatesfeedback from customers into future engagements. Ensures implementationmatches intent and follows up as needed. Coaches others on customersatisfaction best practices. Manages primary contact appropriately to ensurefeedback is gathered from the correct sources on an ongoing basis. Triagescustomer dissatisfaction and handles in timely manner (e.g., prioritization,escalation). Manages escalation process appropriately and leverages Microsoftexecutives to yield positive impact. Anticipates potential customer issues andmatches requirements to solutions to maximize satisfaction and simplification.Encourages adoption on ongoing basis to improve satisfaction. Proactivelyestablishes conditions of satisfaction with customers at outset of engagement.Customer-centric. Takes a challenger mentality to customer thinking or strategyregarding recommended solutions based on experience and depth ofrelationship, with particular customer and other customers like them. Defines,with top customers, conditions of satisfaction (COSs) to reflect jointunderstanding and alignment to customer priorities. Demonstrates COSsmentality across stakeholders.Account Management- Attends to and proactively addresses renewals. Creatively addresses renewaloptions with internal partners and customers to maximize business outcomes andlikelihood of renewal. Includes nuanced understanding of renewals process andSupports others in the renewal process. Sought out by others for expertise.Ensures renewals are prioritized and motioned appropriately. Supports others intheir portfolio management efforts and is sought out for expertise. Adheres toprocess for forecasting and tim
