Services Account Management

**Overview** Leads contributions of Account Team by guiding Services Sales account vision and strategic approach. Leads Industry Solutions (IS) account planning contribution with wider MCAPS account team, defines IS sales priorities provide input to overall account plan.

Owns and maintains relationships, influences key decision makers and leads effective ROCs with stakeholders. Leverages insight from consulting account-delivery team to ensure awareness of status of projects in delivery.

Drives and leverages for agreement with core account team, building and strengthening relationships with Microsoft partner teams through regular ROCs. Proactively builds and maintains up-to-date knowledge of multiple critical topics to meet customer needs and drive customer satisfaction.

Leverages Microsoft Services Sales go-to-market scenarios to drive intentional customer conversations. Identifies, qualifies, leads, manages, and closes strategic industry cloud opportunities on prioritized accounts.

Engages customers to co-develop on-time renewal plans and mitigate risks for non-renewal, leading renewal preparation calls, drafting proposals for Unified extensions, and coordinating any discount approvals.

Orchestrates consulting-sales relationship with core account team, working closely with colleagues to ensure successful creation, maintenance, and execution of Services Sales account plan. Confirms BANT information to determine progression or lack thereof of a lead and throughout the Microsoft sales process.

**Responsibilities** Accelerate Growth Engages customers well in advance of Unified contract expiration to co-develop on-time renewal plans and mitigate risks for non-renewal, leading renewal preparation calls, drafting proposals for Unified extensions, and coordinating any discount approvals.

Coordinates discussions with customer success account managers (CSAMs) on verifying value delivered and identifying expansion opportunities for support contracts through enhanced solutions. Up-sells existing Unified customers to multi-year and higher-tier support options.

Leads acquisition of new Unified contracts with customers. Identifies, qualifies, leads, manages, and closes strategic industry cloud opportunities on prioritized accounts aligned to documented customer business value and outcomes.

Has in-depth knowledge of advanced cloud solutions and cross-check with the solutions of key competitors. Drives advanced workloads and usage. Accelerates Microsoft Cloud differentiation (e. g. , security, AI) against competitors and wins more market share.

Facilitates Unified contract renewals and multi-year agreements with rigorous T-minus planning (e. g. , T-90 days). Increases customer business value with advanced technology (e. g. , AI) and drives consumption.

Leverages Microsoft Services Sales go-to-market scenarios to drive intentional customer conversations about Microsoft Cloud adoption, new AI and cloud solution offerings, renewing and growing Unified support agreements, and attaching enhanced solutions to product sales.

Provides feedback on required go-to-market scenarios based on local market requirements and opportunities. Educates senior decision makers of assigned account(s) (e. g.

, director-level) on Microsoft value propositions that bundle Unified and Consulting offerings, aligned to the customer's priorities and maturity, appropriately differentiating competitor solutions. Proactively identifies and engages other stakeholders who are key influencers of decision makers.

Proactively builds and maintains up-to-date knowledge of customer's business priorities, risks and challenges, internal landscape (e. g. , organization structure, stakeholders, business performance), industry/sector challenges, regulations, trends, and futures (e. g.

, impact of AI, sustainability) to meet customer needs and drive customer satisfaction. Proactively connects with internal and external network of industry experts to build industry knowledge and connections. Shares knowledge with virtual team.

Account Team Orchestration Orchestrates the consulting-sales relationship with the core account team, working closely with Enterprise colleagues to ensure successful creation, maintenance, and execution of the Services Sales account plan, and a positive One Microsoft customer experience.

Orchestrates and coordinates across the account team and customer success team effectively influencing and collaborating with account-aligned and solutions-aligned, pursuit and delivery colleagues including partners to bring the best resources to ensure customer success and satisfaction, successfully closing deals.

Follows and champions the One Microsoft methodology (e. g. , the common sales and delivery methodology for Microsoft). Deal Excellence Ensures all applicable leads and qualified opportunities are linked to customer priorities in the account plan. Maintains accurate sales stage, forecast recommendation (e. g.

, committed, committed at risk) and due dates in required systems of record (e. g. , Microsoft Sales Experience [MSX]), in alignment with close plan. Consistently delivers on committed forecast recommendations.

Coaches peers by providing guidance and tips on good practice for ensuring accuracy in deal commitment forecasting. Drives partnerships with relevant deal support and architects to ensure coding of all enhanced solutions and ISD packages within contracts and deals are aligned to customer needs and planned services.

Uses required tooling to report out the state of the business. Maintains relationship with the customer to secure formal signing of contract and oversees the processing of that, including financial purchased orders.

Drives smooth transition of sales-led accountabilities to delivery-led accountabilities through sales-to-delivery handoff, ensuring customer expectations are set and the delivery stakeholders have background information on the customer context.

Support the delivery aspects with customers and delivery teams, and drives future opportunities. Once contract is signed and the Consulting engagement is in the delivery stage, supports tracking the Industry Solution Delivery (ISD) direct Azure impact (aligned with the consumption plan).

Meets or exceeds personal Revenue-based incentive (RBI) targets and makes valuable contribution within team and beyond for broader impact. Contributes to win/loss reviews with sales and pursuit management, champions lessons learned activities to drive improvements and efficiency for customers and peers.

Identifies repeatable intellectual property that could be replicated and sold to other customers, increasing the sales team's ability to scale the solution and grow market share.

Drives customer success delivery reviews with customer success account managers (CSAMs), checking on project outcomes and support usage in order to identify new sales opportunities or issues.

Drives the customer experience from sales, through delivery and support, and back to sales in a circular way according to the Microsoft Customer Engagement Methodology (MCEM). Drives discussions of terms and conditions (e. g. , scope, milestones, price) with executive-level customer stakeholders (e. g.

, CFO, CEO, elected officials, board level) for opportunities in collaboration with the entire account team and customer through multiple iterations to ensure agreement.

Maintains productive working relationships with those involved in negotiation, persuading others, and driving a positive atmosphere during difficult objections and discussions.

Partners with internal custom consulting experts and/or Deal & Contract Assist team for help with structuring deals and generating quotes for big and/or highly complex deals. Successfully leverages recognized techniques for handling difficult questions, overcoming objections, and respectfully challenging.

Builds and executes negotiation activities into the close plan for the opportunity, based on guidance from broader team (e. g. , business operations). Leverage