Digital Account Manager - FSI

Overview

Develops partnerships with customers, and reaches trusted-advisor status. Maintains breadth and depth of customer relationships and increases level of customer contacts. Leverages existing customer relationships in other accounts to bridge knowledge gaps, promote experience and value with Microsoft solutions with other customers. Uses digital tools and technology to conduct research and engage customers. Identifies key trends causing customer dissatisfaction and works systematic efforts to resolve. Creatively addresses renewal options with internal partners and customers to maximize business outcomes and likelihood of renewal. Identifies partners to drive new business and pipeline creation. Makes recommendations or influences sales plays. Conducts analyses into what customers are using versus needs. Identifies resources and partner solutions to help customers derive value from existing Microsoft investments. Mentors others in orchestration and serves as escalation point to resolve collaboration needs. Leverages relationships and resources across solution areas to drive account outcomes. Assists customers in building roadmap to achieve desired outcomes. Understands and accelerates customer cloud strategy. Consolidates and shares best practices with others, and uses knowledge to engage with customers and with internal teams.

Responsibilities

Actively identifies and qualifies business opportunities, supporting their progression through the sales lifecycle to grow customer engagement. Contributes to pipeline accuracy and hygiene by applying common sales and delivery methodology for the Microsoft sales organization (e.g., MCEM) criteria for qualifying and moving sales prospects forward. Advocates Microsoft solutions to the customer by demonstrating value and encouraging upsell/cross-sell opportunities. Understands customer strategy and presents Microsoft solutions in deals. Engages with customer leaders and stakeholders to discuss budget considerations and align priorities for investment.

Coordinates with internal and external stakeholders to understand and achieve revenue targets. Assists in strategic alignment of teams and resources with customer needs to improve experience. Gathers organizational insights and supports the alignment of virtual teams with key opportunities. Utilizes a network within and across the partner ecosystem and resources to drive account performance. Identifies resources (e.g., v-team orchestration) and partner solutions to help customers derive value from existing Microsoft investments.

Determines priority and depth for each account in portfolio. Orchestrates resources to develop plan to execute against prioritization. Leverages relevant data (e.g., individual customer plan, analysis, available resources/programs) to determine and implement plan that meets or exceeds quota independently. Ensures cohesive plan across consumption, upsell, and renewal. Leverages investment programs to scale across customers. Leverages existing sales plays and prioritized partners to drive new business and pipeline creation. Supports the development of success plans for unified support and consumption plans for MACC customers, in partnership with customer success (e.g., CSAM) teams and guidance from peers. Brings in partner(s) as part of portfolio planning. Develops and leverages basic industry knowledge. Holds self and others accountable for agreed upon time frames.

Manages renewals and anniversaries, both enterprise agreement (EA) and cloud solution provider (CSP). Provides renewal options to customers to maximize business outcomes. Cross- and upsells in accordance with customer priorities and outcomes. Adheres to process for forecasting and timing renewals appropriately to drive growth, consumption, and on-time renewals. Creates and implements actions for T-minus plans. Collaborates with partners to ensure right outcome(s) for the customer. Conducts analyses into what customers are using versus needs and utilizes and aligns resources and internal partners (e.g., commercial executives) to drive growth and consumption targets.

Customer Engagement

Captures and shares key learnings internally about customers. Develops understanding about customer business. Uses available digital tools to conduct and compile research on existing accounts and customers. Demonstrates understanding across applicable industry and takes relevant use cases to customers.

Monitors customer satisfaction metrics (e.g., timeliness and quality of contact). Manages primary contact appropriately to ensure feedback is gathered from appropriate contact, inputs information into applicable database(s), and incorporated from the correct sources on an ongoing basis. Triages customer dissatisfaction and handles in timely manner (e.g., prioritization, escalation). Learns to resolve customer issues and supports others in responding to customers in a timely manner. 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.

Serves as the primary contact for and establishes and maintains customer engagements and orchestrates and aligns resources (e.g., pod members, partners, v-team) as needed. Documents and synthesizes customer contacts for maximum effectiveness. Build and maintains breadth and depth of customer relationships and increases level of customer engagements across lines of business. Updates and leverages customer relationship management tools (e.g., MSX D365). Reaches out to and engages with customers through digital channels (e.g., social selling, audio, video).

Maintain Solution and Industry Expertise

Actively acquires knowledge of Microsoft's landscape, solutions, and strategy in the industry of assigned accounts and understands the business priorities. Gains an understanding of the strategic customers' business strategy and the direction of appropriate industry(ies). Completes required training and certifications. Develops and implements personal development plan.

Qualifications

Bachelor's Degree in Business Management, Information Technology, Marketing (or equivalent) or related field AND 1+ year(s) sales and negotiation experience or related work experience OR 3+ years sales and negotiation experience OR equivalent experience.

Additional or preferred qualifications

Bachelor's Degree in Business Management, Information Technology, Marketing (or equivalent) or related field AND 5+ years sales and negotiation experience or related work experience OR 7+ years technology sales and negotiation experience OR equivalent experience.

Proficiency in understanding, advising on, and implementing solutions involving technologies and security. This includes skills in designing, implementing, and testing technical solutions and architectures.

Required Upon Hire and Critical/Important

Challenger Selling

The ability to apply challenger sales methodology to teaching customers about their business, tailor messages to stakeholders, and take control of the sales process.

Digital Savvy

Comfortable with and eager to use digital and technical tools in the performance of work.

Technical Sales

The ability to explain Microsoft's products and services to customers and identify opportunities for customers to grow their business.

NOT Required Upon Hire and Critical/Important

Microsoft Products

Knowledge of Microsoft products/services and the ability to participate in technical conversations related to products/services.

Microsoft Services

Knowledge of professional services (e.g., Microsoft Consulting Services) that Microsoft provides to help customers adopt and invest in technologies.

Communicating with ImpactThe ability to effectively articulate solutions' value with internal and external business stakeholders in a clear and concise manner, ensuring mutual objectives and priorities are presented and understood to drive successful outcomes in sales engagements.

Cultivating Strategic PartnershipsThe ability to build and maintain strong business relationships and partnerships, nurture executive relationships, and establish credibility as a trusted advisor. It involves effective relationship management, stakeholder engagement, and the ability to project executive presence. This capability empowers professionals to cultivate collaborative partnerships, drive business growth, and establish themselves as valued advisors in their field.

Maximizing Business OpportunitiesThe ability to apply business acumen and an understanding of businesses needs and opportunities across market, industry, and competition to effectively manage and prioritize business development opportunities. This includes the ability to effectively analyze market dynamics, recognize customer needs, qualify opportunities, and identify how Microsoft solutions can enable business capabilities that drive growth and innovation, while staying abreast of emerging trends and digital solutions.

Optimizing Account OperationsThe ability to effectively manage accounts via strategic decision-making and a focus on operational excellence. This includes orchestrating opportunities and deals, developing sales strategies, managing compliance, showcasing organizational savvy, and conducting thorough risk analysis to drive successful business outcomes and maximize customer value realization.

Selling SolutionsThe ability to effectively sell Microsoft solutions by demonstrating value, influencing others, persuasively negotiating mutually beneficial agreements, disrupting conventional thinking, and consulting with stakeholders. This includes effectively navigating the sales process and demonstrating creativity, problem-solving, and storytelling skills to effectively articulate how solutions will drive business impact and value.

Strategically Managing Sales PipelinesThe ability to effectively analyze business needs and market dynamics, gather and analyze data, develop strategic plans, manage change, forecast trends, ensure quality, and make informed decisions. This also involves effective sales planning with a focus on industry strategies and Partner ecosystems to drive revenue and growth.

Digital Account Management IC4 - The typical base pay range for this role across Ireland is € 62,200.00 - € 92,100.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/ireland-corporate-pay.html

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.