About the role
Builds and maintains customer engagements with a focus on timelines and quality of customer contact. Works to identify contacts in new accounts and builds customer engagement. Develops and implements plan to build and maintain product and solution expertise. Account Management Strategically determines priority and depth for each account in the portfolio. Coordinates cross-functional resources to develop and execute against prioritization. Leverages relevant data (e.g., individual customer plan, analysis, available resources/programs) to craft and implement strategic plans that meet or exceed quota for the upcoming quarter/half. Ensures a strategic and cohesive plan across consumption, upsell, and renewal. Utilizes investment programs to maximize impact across customers. Leverages existing sales plays and prioritized partners to drive new business and pipeline creation. Coordinates and participates in the development of success plans for unified support and consumption plans for MACC customers, in partnership with customer success (e.g., CSAM) teams. Develops co-sell strategy with partner(s) as part of portfolio planning. Holds self and others accountable for agreed upon time frames. Drives collaboration with internal and external stakeholders to achieve revenue targets and key deadlines. Coordinates strategic alignment of teams and resources with customer needs to enhance experience. Delivers organizational insights and aligns virtual teams with key opportunities. Leverages a broad network within and across partner ecosystem and resources to optimize account performance. Proactively identifies and qualifies business opportunities, guiding them through the sales lifecycle to expand customer engagement. Advocates MSFT solutions to the customer by demonstrating value and encouraging upsell/cross-sell opportunities. Engages with customer leaders and stakeholders to discuss budget considerations and align strategic priorities for investment. Attends to and proactively addresses renewals and anniversaries for both enterprise agreement (EA) and cloud solution provider (CSP), optimizing customer engagement. Customizes renewal options that align with partners and customer business outcomes and licensing vehicle. Identifies opportunities to consolidate and proactively engages in cross- and upsells that closely align with customer priorities and predicted outcomes. Adheres to process for forecasting and timing renewals to accelerate growth, consumption, and on-time renewals. Designs and directs actions for T-minus plans with a focus on strategic impact. Understands available licensing SKUs and programs. Defines negotiation strategies and stakeholder maps. 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. Customer Engagement Proactively analyzes customer satisfaction metrics (e.g., timeliness and quality of contact) and develops strategies to address identified trends. Serves as resource for others on customer satisfaction strategy. Independently 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. Leads in triaging customer dissatisfaction and implements effective resolutions promptly (e.g., prioritization, escalation). Serves as a point of contact for customer issues and ensures responses to customers are completed in a timely manner. Anticipates and preemptively addresses potential customer issues, tailoring
