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Digital Account Management IC5

Microsoft · Posted Sep 17

Software, cloud computing, artificial intelligence, and hardware services

IndiaFull-timeHybridLead/Staff8–12 years₹50.0L–₹90.0L yearly100+ applicants
SoftwareCloud ComputingArtificial IntelligenceConsumer ElectronicsInformation TechnologyPublic Company
Full time

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About the role

The Digital Account Management team focuses on establishing and maintaining customer engagements, driving value from Microsoft investments, and ensuring customer satisfaction. The role involves strategically managing accounts, leading renewals, identifying and qualifying opportunities, and orchestrating collaboration across teams to match resources to customer needs. The IC5 role will work on understanding customer digital transformation strategies and driving adoption through cross-sell/upsell opportunities.

What you will do

  • Strategically identifies and qualifies business opportunities, leading them through the sales lifecycle to maximize customer engagement. Drives improvements in pipeline accuracy and hygiene by expertly applying common sales and delivery methodology for the Microsoft sales organization (e.g., MCEM) criteria for qualifying and progressing sales prospects. Advocates for Microsoft solutions to customer by articulating value and strategically promoting upsell/cross-sell opportunities. Orchestrates customer strategy development, leading the creation of sales strategies to achieve customer goals, and presents sophisticated Microsoft solutions in high-stakes deals. Collaborates with customer leaders and stakeholders to thoroughly analyze budget considerations and decisively align strategic priorities for investment with a significant impact on business outcomes.
  • Strategically manages and proactively leads renewals and anniversaries for both enterprise agreement (EA) and cloud solution provider (CSP), with a focus on maximizing customer engagement and satisfaction. Develops tailored renewal options that align with partners and customer business outcomes and licensing vehicle and supports others in the renewal process. Seeks out opportunities to consolidate and drives cross- and upsells that are closely integrated with customer priorities and predicted outcomes. Establishes and refines the process for forecasting and timing renewals to optimize growth, consumption, and on-time renewals. Conceives and implements strategic actions for T-minus plans with a focus on sustainable impact. Provides expertise on available licensing SKUs and programs and advises on how they can be leveraged to meet complex customer needs. Implements and drives negotiation strategies and stakeholder maps. Takes lead in driving conversations with appropriate parties and collaborates with partners to scale and maximize resources effectively. Collaborates with partners to ensure right outcome(s) for the customer. Works with customers and partners to drive assessments and deep dives into customer environments. Understands and leverages investments in best possible way during renewal process. Conducts in-depth assessments into customer environments to understand needs and coordinates and implements resources and internal partners (e.g., commercial executives) to drive growth and consumption targets.
  • Leads the strategic prioritization of accounts within the portfolio. Directs cross-functional resources and orchestrates development and execution against prioritization. Utilizes a deep understanding of relevant data (e.g., individual customer plan, analysis, available resources/programs) to devise and execute strategic plans that exceed quota for the upcoming year. Ensures a holistic and strategic integration of plans across consumption, upsell, and renewal. Optimizes investment programs to maximize impact across customers and identifies new ways to go-to-market. Provides strategic recommendations for sales plays and identifies key partners to drive new business and pipeline creation. Coaches others to identify and address gaps in territory strategy. Drives engagement cadence during the development of success plans for unified support and consumption plans for MACC customers, in partnership with customer success (e.g., CSAM) teams. Creates co-sell campaigns with partner(s) to align portfolio planning with broader business objectives. Enables partners in their go-to-market strategies. Demonstrates subject matter expertise of industry knowledge to enhance strategic planning and close territory gaps or new-to-role territories. Enforces accountability for deliverables within agreed-upon time frames among self and team members.
  • Leads strategic collaboration with internal and external stakeholders to meet and exceed revenue targets and critical deadlines. Orchestrates strategic alignment of teams and resources with customer needs to maximize experience. Provides key organizational insights and ensures alignment of virtual teams with significant opportunities. Mentors others in orchestration and serves as escalation point to resolve collaboration needs. Utilizes and expands a broad network within and across partner ecosystem and resources to drive optimal account performance across solution areas and programs. Identifies resources (e.g., v-team orchestration) and partner solutions to help customers derive value from existing Microsoft investments.
  • Leads in-depth analysis of customer satisfaction metrics (e.g., timeliness and quality of contact) and develops and implements comprehensive strategies to address identified trends. Acts as a trusted advisor and resource for others on advanced customer satisfaction strategy and best practices. Strategically oversees primary contact and ensures comprehensive feedback is gathered from appropriate contact, inputs information into applicable database(s), and incorporated from a broad range of sources, including cross-functional teams. Serves as an escalation contact for customer dissatisfaction and designs and implements effective resolutions promptly (e.g., prioritization, escalation). Serves as a point of contact for complex customer issues and ensures responses to customers are completed in a timely manner. Manages the escalation process and strategically engages Microsoft executives to enhance impact. Drives initiatives to anticipate and preemptively address potential customer issues, tailoring requirements to solutions to maximize satisfaction and streamline experiences. Initiates and negotiates conditions of satisfaction with customers at outset of engagement for strategic accounts.
  • Strategically orchestrates customer engagements, ensuring alignment of resources across broader teams (e.g., pod members, partners, virtual teams, cross-functional teams), and mentoring team members on fostering strong customer relationships and engagement strategies. Applies advanced synthesis of customer interactions to enhance strategic impact and effectiveness within the organization. Strengthens and expands relationships with key customers and implements advanced tiered approaches to the cadence of customer engagements across multiple lines of business. Acts as a senior advocate and trusted advisor for the customer and influences internal strategies by providing insights from customer perspectives. Leads the utilization and refinement of customer relationship management tools (e.g., MSX D365) to optimize client relationship development. Initiates and l...

Skills used in this role

Account ManagementSalesCustomer EngagementRenewalsUpsellingCross-SellingNegotiationPipeline ManagementForecastingCustomer Relationship Management (CRM)Microsoft Dynamics 365MSX D365Enterprise Agreement (EA)Cloud Solution Provider (CSP)Digital TransformationStakeholder ManagementCustomer SatisfactionGo-to-Market StrategyPartner ManagementTerritory PlanningQuota ManagementEscalation ManagementVirtual Team OrchestrationMACCSKULicensingMCEM

Benefits and support

  • Compensation and benefits are detailed in the job posting

About Microsoft

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Microsoft

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Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.

Industry
Software
Company size
228,000+ employees
Founded
April 4, 1975
Location
Redmond, Washington, USA
Funding stage
Public Company

Leadership

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Satya Nadella

Chairman and Chief Executive Officer

AH
Amy Hood

Chief Financial Officer

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Brad Smith

Vice Chair and President

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