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
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 tim