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Qualifications

Required/minimum qualifications:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business or related field AND 4+ years technical consulting, technical consultative selling, business consulting, practice building, or related technical/sales experience OR equivalent experience.

Additional or preferred qualifications:

• 4+ years experience in digital transformation, or using technology to drive customer business outcomes. 4+ years experience in relevant customer industry.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business or related field AND 8+ years technical consulting, technical consultative selling, business consulting, practice building, or related technical/sales experience OR equivalent experience.

Responsibilities

Differentiated Value Proposition

• Acts as the customer's Technology Mentor in established relationships with senior leaders including technical decision makers (TDMs) and/or Business Unit leaders at the CIO or CIO direct-report level by researching organization charts, identifying and contacting TDMs/BDMs, and beginning to advise on solutions and position Microsoft capabilities to best meet the customer's needs. Leads new opportunities and orchestrates internal teams to accelerate the customer business transformations through digital technologies by understanding the customer industry and position, engaging with customers to lead strategic technology direction/transformation within assigned accounts, and ensuring line-of-business wins are captured (e.g., testimonials) for referencing.
• Drives conversations with enterprise customers that present the strategic relationship between Microsoft technologies, products, and services compared with the competitor's solution and the customer's overall business goals and objectives. Provides an outside-in perspective around compete or other solutions that are also a requirement for the customer.

Customer and Industry Insights

• Applies expertise (deep expertise across few accounts or broad expertise across many accounts) in customer businesses. technology platforms, and maturity to build digital technology strategy with the customer that is aligned to business outcomes. Challenges customers’ assumptions with constructive dialogue about their business and technology. Leverages industry trends to gather insights and develop an informed perspective on similar issues that may occur within their industry/industries.
• Generates business insights based on knowledge of the customer's technology landscape, engagement experience, and proactive collaboration with the customer, internal teams, and industry, to conduct forecasting and develop recommendations for managing accounts. Challenges customers to consider alternative business models to meet business and market needs, and adapts plans to insights. Orchestrates teams to gather information, collaborate on performance markers, and identify potential risks in customer accounts. Leads technical teams for driving opportunities with other teams, as necessary. Brings in business and industry insights to address the broader business challenges for the customer and deliver solutions.

Mapping and Account Planning

• Orchestrates internal teams and local partners (inclusive of global systems integrators and consultancy partners) to ensure sufficient technical resources for demand generation, when appropriate.
• Helps customer technical specialists build the message to sell Microsoft offerings to other parts of their business. Creates stakeholder maps for accounts, and determines, and orchestrates a coverage plan.
• Drives account planning for budgeting, quota attainment, consumption goals, and customer consumption gaps to inform quarterly and fiscal objectives. Coordinates extended account teams and drives forecasting and tracking of the business. Owns the technical portion of the account plan and leads the customer plan delivery. Captures all Account Planning input in MSX D365 Account Plan.

Trusted Advisor

• Proactively builds and maintains a broad knowledge of Microsoft's product landscape, solutions, and strategy in the industry of assigned accounts, as well as of the business priorities and potential threats the customers face. Leverages leaders from the partner ecosystem to bridge process gaps. Coordinates with internal industry experts (e.g., Regional Experts) to gather industry data of assigned accounts and leverages knowledge of competitors to improve planning. Demonstrates a strong understanding of the customer's business strategy and the direction of the industry.
• Leverages account information technology (IT), industry, and business strategy to provide coaching to internal Microsoft teams on customer technology profiles and strategies. Provides technical guidance to internal teams to position technology while using customer landscape knowledge.
• Advises customer technical decision maker (TDM) and business decision maker (BDM) stakeholders on the benefits of embedding security throughout their technology landscape through the Microsoft Security and Zero Trust narratives. Establishes a sense of creating business value through implementing security and positions Microsoft's security credentials. Creates follow-up opportunities and orchestrates appropriate technical teams from the Specialist Team Unit (STU) to pursue and close.
• Acts as the voice of the customer, industry, and internal advocate by providing insights, feedback, and challenges from the customer to internal teams (e.g., product groups, engineers).

Education and Thought Leadership

• Uses existing and new readiness resources to support enablement plans for customer technology adoption at the national and regional level. Contributes to innovations to accelerate meeting goals for customer capacity, maximize reach and impact, and drive long-term engagement and thought leadership on the Microsoft platform. Supports customer skilling initiatives and execution.
• Influences customer technology engagement by engaging technical resources of customer, partner, and Microsoft towards customer’s business transformation. Contributes to the delivery of regular (e.g., quarterly, monthly) industry/technology briefings to customer technology decision-makers and technical teams.

Technology Strategy Formulation

• Creates mid- to long-term (e.g., 12 or more months) technology and business roadmaps for one or more accounts, to outline the digital transformation journey and core wins. Updates and articulates business changes in the roadmaps around foundational, traditional capabilities. Builds technical engagement or enablement plan, captures baseline, and drives envisioning to support mid- to long-term business plans. Discusses the strategy and plan with customer stakeholders. Translates an understanding of the customer's business objectives and scenarios in conjunction with Industry Sales Kits and Solution Plays to develop technology architecture. Ensures that developed architecture influences cloud journey to position all Microsoft clouds and drives consumption, usage, and a higher share of customer potential and propensity (CPP).
• Ensures execution of technology strategy and/or digital transformation by identifying and resolving technical blockers that arise during strategy planning and implementation and driving technology adoption.
• Provides analysis of overall customer needs, outcomes, and potential blockers. Leverages understanding of business strategies and outcomes that technology can support to advise on gaps that would benefit from Microsoft solutions, and guides internal teams in overall strategy development (e.g., block identification, partner strategy) to identify and address gaps and drive end solutions.

Technology Sales: Demand Generation and Orchestration

• Leads Account Strategy Envisioning (ASE, formerly IDTA) with the extended account team, customer, and partner to deliver the outcomes for the customer through joint envisioning, as a vehicle for Industry Sales Kits and Solution Plays. Creates new Stage 1 opportunities, both billed and consumed, with technical decision maker (TDM) customer stakeholders, managing consumption pipeline with extended team to maintain velocity, and unblocking issues.
• Identifies customer issues, creates demand, and creates opportunities to uncover new solutions.
• Creates and qualifies a set number of opportunities for product sales, solution sales, or consumption. Leverages partners to drive demand generation and capitalize on opportunities. Orchestrates efforts to drive MCEM lifecycle and stage progression. Works within a broader strategy to lead efforts with technical teams for driving opportunities including Specialist Team Unit (STU), Customer Success Unit (CSU), and others, as necessary.
• Contributes to efforts to reach out to key stakeholders to give customer-driven pitches and drives the appropriate customer reach together with the account executive to generate new demand. Uses technical knowledge of products to determine feasibility of technical customer requirements requests and works with core engineering teams to prepare solutions.
• Introduces the customer to benefits of AI and Industrial Metaverse to create interest and excitement about Microsoft's capabilities and shows them how Microsoft technologies can help accelerate their productivity as well as differentiate themselves in the market. Creates follow-up opportunities and orchestrates appropriate technical teams from the Specialist Team Unit (STU) to pursue and close.

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Qualifications

• People Management Experience: 3+ years of experience in managing a team.

Educational Background and Experience:

• Extensive Experience: If you do not have a relevant degree, you should have at least 9 years of experience in core sales, channel sales, industry or solution selling, or business development.
• Bachelor or Master's Degree: Degree in Sales, Marketing, Business Operations, Business Administration, or a related field, you should also have at least 5 years of experience in core sales, channel sales, industry or solution selling, or business development.

Responsibilities

Co-Sell Partnerships 

• Monitors and manages co-sell engine development to deliver results across teams and supports individual contributors in their co-selling efforts.
• Ensures accountability for achieving intellectual property (IP) and/or service co-sell targets across teams at subsidiary and territory levels.
• Tracks and assesses co-sell/channel performance and adjusts strategies as needed ensure success. 
• Provides guidance on priorities to build revenue and establish an optimal mix between inbound and outbound opportunities. 
• Leads the creation of partner ecosystem connections and builds impactful relationships.
• Delivers partner expertise to account teams to facilitate solution selling, builds this expertise across teams, gains input and support from Microsoft executive stakeholders, and defines a governance structure to merge and manage lead pipelines.
• Leverages an understanding of emerging industry needs and the competitive landscape to identify and attract partners that can deliver co-sell solutions that drive broader customer adoption of Microsoft technologies.
• Considers go-to-market plans from partners' perspectives and works with partners' management to identify and drive opportunities to land sales across geographies. 
• Leads partner recruitment and strategy at the leadership level across territories to identify partners that can generate increased revenue with unique industry solutions.
• Works with Account Team Unit (ATU) and Specialist Team Unit (STU) teams to ensure alignment around the partner strategy, generate pipeline and revenue dashboards, and determine the revenue generated through collaboration across teams.

Partner Impact 

• Champions executive sponsorship of innovative solutions and the presentation of solutions. Leads regular executive engagements and reviews. 
• Makes recommendations to leadership team based on key performance indicators (KPIs) and maintains accountability for customer and partner experience indices. Leads correction of error plans and ensures execution across teams.
• Provides feedback to program management, marketing teams, and business groups, proposing changes to resources and programs, as necessary.
• Works with services leads to take action based on feedback to impact strategic change. 
• Maintains and stays up to date on sales compliance processes. Verifies, reviews, and approves sales execution submissions (e.g., funding requests).
• Ensures teams maintains alignment with Microsoft's compliance policies. 

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Qualifications

Required Qualifications:

• Previous experience working in the technology industry, customer service, or related experience
• Hands On working experience in a technical support, service delivery, or consulting environment.

 Responsibilities

Customer Resolution 

• Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues. 
• Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to improve the customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience. 
• Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process. 
• Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.  
• Provides problem management on open cases to spot trending and highlight focus areas to customers. 
• Proactively guides the customer to improve operational health and awareness of platform alerting based on performance metrics. 
• Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases. 

Collaboration 

• Engages with engineering teams and/or operations teams to identify the right resource. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues. 
• Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear. 
• Regular proactive collaboration with the field teams for Unified support delivery to ensure proactive services are aligned to identified problem areas. 

Communication 

• Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.  
• Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope. 
• Will own executive level communications, and responses to escalated issues. 
• Will be responsible for the setup and maintenance of customer facing reactive chat channels, enabling swift communication during escalations and\or Service Impacting events. 

Process Improvement 

• Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.  
• Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers.