**Overview**:
- 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. 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/Microsotf. 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**- 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 leveragesprograms 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. Or