Location: Lagos, NG
Job ID: 802893-86191
Division: Sales
The Corporate Account Manager (AM) role adds value to Microsoft by delivering a well-managed, profitable and growing business produced through relationship excellence and sales excellence practices where the customer views the AM as trusted advisor.
The success of the business is measured in the following ways:
§ An expanding footprint in accounts through year-over-year percentage increase in customer addressable revenue (AR).
§ Account growth through increased signed EA renewal rates and net-new opportunity revenue while meeting annual revenue targets.
§ Year-over-year growing integration of partners and services in key wins.
§ Year-over-year increase in customer satisfaction as measured by Relationship Management scores.
§ Reciprocal Conditions of Satisfaction (COS) in place for each account that meet quality standards defined by Sales management and included as part of a comprehensive up-to-date account plan.
§ Business value discussed in every discussion and every proposal with the customer.
§ The customer is current on the installation and use of current products available through the EA or SA. and realizes the value of new capabilities aligned to the Microsoft roadmap
What deliverables does the Corporate AM produce that add value to Microsoft?
The Corporate AM role adds value by producing (See Account Management Profile of Excellence for a full description):
1. Customers with realized value from the MSFT platform through acquisition and deployment of the solutions they buy
2. Strong and deepening customer relationships
3. Strategic, effective and actionable account plans
4. Well developed opportunities leading to a healthy pipeline producing wins that meet or exceed quota
5. High performing account teams through effective AM coaching and leadership
How is the Corporate AM role unique from other Account Manager roles?
The Corporate AM role is unique in the following ways:
§ Capability to develop and provide value to CIO and LOB director relationships.
§ Scale through partners and extended teams.
§ Sales cycles generally up to 12 - 24 months.
§ Greater degree of industry versatility (more generalist knowledge required)
§ Sales engagements can cross-sectors and verticals with various agreements, different product set, competition, pricing, etc. (Example: Academic opportunities and accts).
§ Sales Collaboration required for corporate accounts that are downstream to a Major multinational or Global HQ.
§ Greater territory element to account management.
§ Account long term potential (LTP)-minimum $1M annual (for Mature) and minimum of $500K (for Emerging).
§ Provides coaching to peer account managers.
§ Account ratio 1:10 (on average).
What are the key initiatives and challenges facing the Corporate AM role over the next 6 months to 3 years?
The key initiatives and challenges facing the Corporate AM role are:
1. A greater understanding of the competitive landscape in the customer base as customers are looking for ways to cut cost out of their business model.
2. A more in-depth focus on industry or vertical solutions to meet customer needs, and the business value proposition that Microsoft offers in helping customer’s meet their challenges and business opportunities.
3. A deeper understanding of what’s going on in the marketplace and an in-depth knowledge of the customer’s industry and core business process across the customer base.
4. Effective ways to sell with an understanding of current economic/market conditions through creative deal structuring, creative terms, value propositions, etc., that demonstrates to customers how Microsoft can save them money and get the most value of their investment.
Ensure MSFT retains and grows the number of customers in annuity-based agreements in current economic/market conditions.
What business results is this role accountable for?
The Corporate AM role is responsible for delivering a well-managed business of customer accounts that meets or exceeds revenue targets through demonstrated value to the customer, relationship and sales excellence practices and representing One Microsoft in the Enterprise.
How does the Corporate AM role drive toward these results?
The Corporate AM drives towards these results by demonstrating the following ten world class selling traits:
1. Internal Following-developing a virtual team of the best resources for your customer delivering value to, and establishing trust with, each member.
2. Lack of Self Deception-not allowing a positive mindset to impact viewing your position with a sceptical lens. Understanding and mitigating potential risks.
3. Executive Presence-strongly projecting confidence, as a peer, at the CXO level. Communicating value, with authority that resonates. Having tough conversations when necessary.
4. Conviction-speaking with confidence, authority and sincerity. Projecting conviction, but knowing what you don’t know. Varying projection to emphasize elements that really count.
5. Fast Study, Strong Replay-being an active listener who pays deep attention to the essence of the customer’s communication. Validating understanding through accurate and brief yet complete replay.
6. Helicoptering-building authentic relationships and interacting from the front line to the CXO - and building personal relationships with all key roles, including CXO Administrative Assistants.
7. Strong Personal, Long-Term Relationships-building strong personal relationships beyond domain expertise. Sharing personally, to others. Sharing customer aspirations. Committing to the relationship for long term.
8. Disarmingly Honest-always telling the truth and regularly being disarmingly candid. Knowing how much to share and how much is too much. Never compromising your integrity or relationships.
9. Political Navigation-having strong political radar. Having trusted relationships aid navigation. Making politically aware actions and decisions. Using insight to enhance position or neutralize competition.
Genuinely Cares-caring for all stakeholders’ welfare and outcomes. Ensuring all of your actions, and all of your projections, are consistent and demonstrate genuine caring.
In what ways and levels does this role affect Microsoft: department-wide impact, division-wide impact, domestic only, worldwide, etc.?
The Corporate AM role affects Microsoft in a variety of ways; directly at the customer account level and indirectly impacts industry and the community within a specified geography or territory. The Corporate AM role focuses on up to ten accounts on average. The Corporate AM role must successfully sell into and develop relationships with customers across multiple industries with varied business processes and organizational objectives while scaling through partners and extended teams in sales engagements that can be cross-sectors and verticals.
What are the key decisions that this role makes? What is the importance of these decisions? On what decisions would this role need to defer to its manager or customer?
The key decisions made by the Corporate AM role are:
How to establish and expand key relationships (executive, IT, Line of business) across the customer organization.
How to develop the Microsoft roadmap and strategy (account plan) that aligns with the customer’s business initiatives to further expand Microsoft technologies within each account?
What Microsoft resources are best positioned to help meet the goals and objectives for each account as well as the Corporate AM’s growth strategy as defined within the account plans?
Determine the best licensing vehicles to keep the customer current in their use of MSFT technology.
What is the best way to position a commercial proposition (return on investment) to the customer?
Who are the individuals in key roles in the customer account who should receive Microsoft’s CPE survey and ensure Microsoft is servicing the account to drive optimal satisfaction.
These decisions impact the probability and success of opportunities moving to close. The Corporate AM role defers to the customer for insights into business pains and opportunities. The Corporate AM role defers to the manager for decisions on moving opportunities forward and escalating issues as needed.
To what extent is the role responsible for the strategy, design, development, rollout or implementation of programs, products and/or services?
The Corporate AM role is responsible for creating and maintaining account plans that define a strategy for each account and gathering input into these plans from team members. The Corporate AM role is also responsible for continuously reinforcing the importance of adopting/deploying solutions.
What other internal communication/business relationships does this role have with management, direct reports, peers and positions outside immediate work group? What is the purpose/type of communication: data collection, negotiation, status reports, etc.?
The Corporate AM role works with the following internal resources:
1. Core team members (ATS, ATU SSPs, SE (GSE, LE) for the purpose of effectiveness and opportunity success.
2. Extended team members such as RBMs, downstream AMs, Services (TAMs, ESCs, SEs), PAMs, and Industry teams.
3. Opportunity-focused resources that help drive opportunity pipeline velocity and success (e.g., STU resources such as TSPs and SSPs, Marketing, etc.).
4. Local, regional and corporate management.
Experience: 3-5 years of related experience
Education: Bachelor’s Degree / MBA/Master’s Degree
Job Segments: Customer Service, Management, MBA, Outside Sales, Relationship Manager, Sales
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