Responsibilities

Customer Relationship Management 

• Creates strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO]), partners, and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive, Account Technology Strategist). Expands and ensures strategic customer and partner relationships beyond the current support contract owners to ensure relationships exist to build the plan with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.  

• Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer needs and is accountable for the creation of shared plans to support outcomes that are specific to the customer and common to the industry. 

Account Planning 

• Cultivates the image of Microsoft as a valued business partner by aligning the vision for Microsoft's offerings with customer's overall business and Information Technology objectives, as well as future industry needs, to balance strategic priorities across short-term, mid-term, and long-term objectives. Develops multiple complex programs and identifies executive sponsors for a contract and prioritizes engagements across solution areas to address strategic outcomes and drive customer success, taking into account deep insights about the industry as well as the customer.  

Opportunity and Pursuit Management 

• Leads the community or geographic area in recommending innovative opportunities for growth. Captures and communicates and brings forward recommendations from customer insights to lead sellers in identifying and producing cloud consumption and support sales opportunities. Directly enables cloud consumption revenue through consumption planning and participating in consumption opportunity development from envision to commitment.   

Consumption and Delivery Execution 

• Takes ownership for team coordination and leads efforts to connect identified opportunities, questions, and/or issues from the most prominent and/or challenging customer organizations. Leads matrixed internal Microsoft technical/sales teams and partners, using a breadth of technical knowledge and industry experience to identify a broad set of internal teams in highly complex or unique customer situations and ensure progress across solution areas.  
• Leads and is accountable for the strategic direction of solution deliveries across teams, mentors others, and secures resources to deliver on customer obligations. Accelerates production level consumption through the delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations (e.g., global, high-revenue generation, complex transformation, strategic accounts) across the solution and support lifecycle. Is accountable for delivery of support for the resolution of critical escalated issues by partnering with Incident Managers and Support team.  

Technical Skilling 

• Leverages deep technical expertise to act as a technology advisor and visionary. Connects business to technology. Operates at the level of an enterprise architect for engagement with the customer. Articulates cross cloud technology, solutions, and services in a compelling way to all audiences. Tailors messaging to specific audiences. Forecasts resource needs and timing to help removes obstacles. Leverage experience as a practitioner of technology across two cloud workloads/areas from design through operations to lead program governance and execution oversight. Leverages experience leading large projects or small programs that include elements of global delivery and/or partners to apply systems thinking and help anticipate changes that could affect key projects.  

Customer Success Strategy 

• Contributes to corporate and Customer Success strategy, organizational direction, and customer initiatives to align managers and individual contributors. Adapts corporate and Customer Success strategies to build alignment with key stakeholders and drive toward achieving portfolio goals. 

Qualifications

Required/Minimum Qualifications 

• Master's Degree in Engineering, Information Technology, Business or related field AND 8+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience.
• Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 10+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience.

Additional or Preferred Qualifications 

• Solid understanding of Microsoft’s products, technologies and solutions.
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, M365). 
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.  
• Project Management Institute (PMI) or equivalent Project Management certification. 
• Prosci or equivalent certification.