Microsoft Corporation Account Delivery Management, State, Local Government and Education in Redmond, Washington
Do you want the opportunity to capture and drive delivery for the largest growth and focus accounts for Microsoft Consulting Services ? Do you like to foster and manage delivery relationships with enterprise customers and partners and provide leadership on multi-phased, complex, and end-to-end solution deliveries? Do you enjoy delivering professional services and reaping the rewards of a satisfied customer?
Microsoft Services helps customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with our partners, earning customer confidence, trust, and loyalty by improving the overall customer and partner experience, and serving as the customer advocates within Microsoft for driving customer-centric product improvement.
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.
Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
Model - Live our culture. Embody our values. Practice our leadership principles.
Coach - Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn.
Care - Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.
Creates a strategic relationship with key stakeholders at the C-level, including the Chief Executive Officer (CEO), and the Board of Directors as appropriate, within the account portfolio, often as part of a steering committee, to ensure service delivery is on track and major issues are being anticipated, identified, and managed. Brings in new customer opportunities in partnership with Sales with highly significant or global impacts for Microsoft.
Synthesizes and combines broad insights from teams across the practice as a whole regarding the business and information technology (IT) objectives, priorities, and strategies of customers across their managed portfolio, as well as in others' portfolios, in order to identify wide-spread patterns and develop strategies for the business and work cross-functionally to drive change. Leverages proficiency to coach others to do the same. Communicates current view of services (support and Microsoft Consulting Services [MCSs]) to customer executives on regular cadence.
Ensures that their team is guiding customers through relevant change initiatives.
Internal Relationships and Coordination
Ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams (e.g., Sales, Architects). Encourages others to develop and/or expand awareness of internal mechanisms in order to best address customer needs. Establishes accountabilities to drive customer outcomes and ensures internal stakeholders are in place through Account Delivery Executives (ADEs).
Oversees a broad portfolio of accounts managed and supported by Account Delivery Executives (ADEs) and Technical Account Managers (TAMs) across a large territory or complex accounts (e.g., $10-20 million, across 12+ people, multi-country, multi-cloud, tier 1, strategic accounts). Manages and ensures the all-up delivery of Microsoft Consulting Services (MCSs) and Premier/Unified Support contracts. Drives an impact beyond their own portfolio and practice.
Innovates and implements long-term, strategic plans, in partnership with Sales and other Services personnel, to create new opportunities and sustainable growth for customer accounts across the worldwide account portfolio.
Negotiates, collaborates on, reviews, and approves deals through extended Account Team Unit (ATU). Challenges deal construct to ensure Microsoft initiatives are incorporated appropriately.
Supports sales growth and quota attainment. Ensures account team alignment and holds team accountable for delivering on strategy.
Influences the direction of solution offerings, guides the direction of solution deliveries through others, influences others to secure resources for deliveries, and holds teams accountable for maintaining obligations to customer contracts and ensuring delivery services across the services lifecycle. Attends steering committee meetings with strategic customers to remove blockers and ensure delivery success.
Develops new services initiatives within territory to drive consumption through Account Delivery Executives (ADEs) and Technical Account Managers (TAMs). Contributes to the strategy for Account Team Unit (ATU), Customer Success (CSU), and account teams for accelerating consumption within portfolio. Oversees overall consumption through TAMs and ADEs and identifies broad patterns of consumption gaps.
Resolves issues identified and escalated from direct reports (e.g., Account Delivery Executives [ADEs], Technical Account Managers [TAMs]) regarding internal or critical customer issues (e.g., personnel change requests, threat of critical deal loss) with significant financial impacts on the business. Proactively manages internal executive engagement through strategic internal relationships. Establishes escalation standards for practice and implements escalation management governance processes.
Governs areas of fiscal responsibility, through team, staying within budget while driving engagement profitability and risk management.
Embody our culture and values
Bachelor's Degree in Computer Science, Business Management, or related field AND 10+ years service delivery and client-facing experience OR Master's Degree in Computer Science, Business Management, or related field AND 8+ years project management, service delivery and client-facing experience OR equivalent experience.
3+ years people management experience.
Additional or Preferred Qualifications:
Bachelor's Degree in Computer Science, Business Management, or related field AND 15+ years project management, service delivery and client-facing experience OR Master's Degree in Computer Science, Business Management, or related field AND 12+ years project management, service delivery and client-facing experience OR equivalent experience.
8+ years account management experience.
5+ years with State and Local government sector experience.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.