Digital Account Management Education

hace 2 semanas

San José, San José, Costa Rica Microsoft A tiempo completo

The Education Digital Sales Account Manager Seeks to deepen relationship with customers during interactions by being customer-focused; connecting the customer to Microsoft executives.

Proactively develops a comprehensive understanding of customer industry and identifies opportunities to drive optimization and digitalization solutions. Engages with customers to lead strategic technology transformation.


Develops and oversees the execution of Territory plans for multiple accounts to ensure Microsoft revenue targets and customer business needs are met and aligned with purchasing process.

Sets priorities, focus, and resources and strengthens operations to commit to optimize tecnology acquisition at scale. Expands network of key internal partners to ensure execution of core tasks and account transactions.


Orchestrates others to anticipate issues on customer satisfaction, determine the root cause of problems, remove blockers, and establish recovery action plans as need to improve customers' overall experience.

Leads and orchestrates extended virtual teams and key stakeholders with deep industry expertise to expand customer relationships. Develops strategies to secure buy in and execution of plans and aims to identify new opportunities within assigned accounts. Implements strategies to engage stakeholders and sells opportunities and usage of Microsoft solutions. Proactively builds and maintains a strong knowledge of Microsoft's product landscape, solutions, and strategy in customer industry.

Microsoft's mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.


In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.


Responsibilities:

Customer Engagement

  • Establishes and maintains customer engagements. Maximizes value of customer contact. Documents and synthesizes customer contacts for maximum effectiveness. Coaches others on customer relationships and engagement. Maintains breadth and depth of customer relationships and increases level of customer contacts. Maintains contacts across lines of business. Implements tiered approach to cadence and depth of contacts. Breaks through to new contacts in new accounts and creatively builds customer engagement. Advocates for customers (voice of the customer) within the organization/Microsotf. Serves as central point for all customer communications. Manages relationships on behalf of the customer. Delivers valuebased solutions for customer. Introduces different resources based on customer contacts. Correctly aligns resources and orchestrate scalability through partners (e.g., partners, vteam). Reaches out to and engages with customers through digital channels (e.g., social selling, audio, video).
  • Captures and shares internally and externally key learnings about customers, history, and interest. Understands customer business and desired outcomes. Uses available digital tools to conduct and compile research. Applies lessons learned to future research. Relates customer priorities to Microsoft priorities and strategy. Demonstrates knowledge across industry and takes relevant use cases to customers. Leverages partners and vteams to understand customer landscape and build on relationships with customers. Manages relationships inclusive of customers, partners, and internal and external stakeholders.
  • Ensures continuity of customer accounts and monitors customer satisfaction metrics (e.g., timeliness and quality of contact). Follows up and incorporates feedback from customers into future engagements. Ensures implementation matches intent and follows up as needed. Serves as resource for others on customer satisfaction best practices. Manages primary contact appropriately to ensure feedback is gathered from the correct sources on an ongoing basis. Triages customer dissatisfaction and handles in timely manner (e.g., prioritization, escalation).

Account Management

  • Conducts analyses into what customers are using versus needs. Identifies resources (e.g., vteam orchestration) and partner solutions to help customers derive value from existing Microsoft investments.
  • Collaborates with others, both internally and externally to Microsoft in order to achieve revenue targets. Manages key stakeholders to meet critical deadlines. Orchestrates strategic conversations internally or externally to match teams and resources to customer needs and to streamline customer experience. Cultivates resources for ongoing collaboration and future engagements. Provides insights across the organization. Identifies and solicits resources needed for success.
  • Identifies and qual

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