US Enterprise Commercial Account Delivery Executive

The Account Delivery Executive (ADE) is responsible for the overall end-to-end customer consulting experience of Microsoft US Enterprise Commercial strategic and major customer accounts in the Northeast region, creating and maintaining deep long-term customer relationships, driving US Enterprise Commercial consulting services revenue growth by identifying and developing strategic opportunities, and overseeing/supporting consulting services delivered by Domain delivery teams.The ADE leads virtual US Enterprise Services consulting teams, serving as an escalation point for both the customer and our delivery teams, and oversees monitoring of key performance indicators to ensure a healthy and growing business within an assigned portfolio of customer accounts. Embodying the One Microsoft spirit, the ADE teams with Services Sales and the Domain Delivery teams to execute a winning strategy with positive outcomes for customers, employees, and Microsoft. ADEs may deployed 1 ADE to 1 customer (1:1) in our largest Strategic customer accounts, and up to 1:13 in our Majors customer account space.ResponsibilitiesCustomer RelationshipsCreates a strategic support relationship with key stakeholders within moderately large, challenging, and/or complex (e.g., tier 2, high-revenue generation, complex transformation) customer organizations, including the information technology (IT) Directors, Chief Technology Officer (CTO), Chief Information Officer (CIO), and Line of Business (LOB) leaders, as well as technology professionals, to enable quality service delivery. Expands customer relationships beyond the current support contract owners and seeks out new customer opportunities.

Gathers information on the business and information technology (IT) objectives, priorities, and strategies for moderately challenging or complex customer organizations in order to develop and manage the delivery of a comprehensive service delivery plan. Communicates current view of services (support and Microsoft Consulting Services [MCSs]) to customer executives on regular cadence.

Drives the case for change to help customers evolve their information technology (IT) maturity, drives productive use of Microsoft products, and enables and supports IT to make the business more effective by presenting the strategic business and technical need for change.

Internal Relationships and CoordinationConnects identified opportunities, questions, and/or issues from large or challenging customer organizations with complex internal Microsoft technical/sales teams. Orchestrates teams to address, using a breadth of technical knowledge to identify a broad set of internal teams. Coordinates with internal teams to establish accountabilities to drive customer outcomes.

Portfolio ManagementManages a mid-sized account portfolio (e.g., $4-10 million) of Microsoft Consulting Services (MCS) delivery (through Project Managers), and is accountable for Premier/Unified Support contracts (through Technical Account Managers [TAMs]). Drives action to expand the portfolio and drive consumption.

Business GrowthPartners with Sales and other Services personnel to strategize on ways to create new opportunities and sustainable growth for customer accounts.

Supports the closing of deals and contract renewals for moderately complex or large customer accounts (e.g., tier 2) by negotiating, sharing long-term customer needs with Sales and Account teams, and strategizes on upcoming project plans and cyclical contract scoping.

Contributes to and influences account planning for portfolio.

DeliveryDrives and maintains obligations to customer contracts and ensures delivery services for customers across the services lifecycle (from development to support), including envisioning, solution development, service delivery planning, cloud consumption and usage, service delivery management, incident management/escalations, and proactive remediation services. Leads steering committee meetings with strategic customers to discuss progress toward delivery success.

ConsumptionContributes to consumption activities, through others (e.g., Customer Success Manager [CSM], Technical Account Manager [TAM]), for customers by identifying blockers to consumption goals and enabling customers, through internal teams, to get the full value of their purchases.

EscalationsImplements escalation management governance processes. May resolve issues identified and escalated by peer groups (e.g., Technical Account Managers [TAMs]) regarding internal or critical customer issues through coordination with internal peer teams and/or customer contact.

Business ManagementCollaborates with Sales to support contract setup, signature, compliance, and execution from deal approval to invoicing and closure. Manages areas of fiscal responsibility within portfolio, staying within budget while driving engagement profitability and risk management.

OtherEmbody our culture and values

QualificationsRequired/Minimum QualificationsBachelor's Degree in Computer Science, Business Management, or related field AND 6+ years service delivery and client-facing experience

OR Master's Degree in Computer Science, Business Management, or related fieldAND 4+ years project management, service delivery and client-facing experience

OR equivalent experience.

Additional or Preferred QualificationsBachelor's Degree in Computer Science, Business Management, or related field AND 8+ years project management, service delivery and client-facing experience

OR Master's Degree in Computer Science, Business Management, or related field AND 6+ years project management, service delivery and client-facing experience

OR equivalent experience.

4+ years account management 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.