QualificationsWriting skillsPre-salesIntellectual property lawCommunication skillsTechnical salesBachelor’s degree
You will build and maintain relationships with Support Sellers, Managers and Area leadership, influence strategic account direction and act as a trusted advisor. driving engagement with customers at CXO level, software developers, and Modern Support IT specialists. You will assist sales in account planning, orchestrate our most complex support sales opportunities, help customers evaluate and purchase Unified Support and Enhanced Solutions options that meet their requirements, remove roadblocks to deployment and drive partner and customer satisfaction.
The Support Global Black Belt (GBB), is responsible for the end-to-end support presales process for assigned complex deals and accounts, shaping, scoping and proposing through deal orchestration to satisfy customer’s support requirements.
Multiple position open support both Commercial and US Pubsec businesses.
Primary accountabilities for this role include:
Lead and challenge customers with clear strategic vision of Modern Support aligned to their strategic goals
Drive senior customer and internal stakeholder conversations for Modern Support aligned to Microsoft’s customer solutions
Contributing to Unified/Premier Support and Enhanced Solutions sales targets in your aligned territory by successfully winning complex support deals.
Understanding, demonstrating and translating customer requirements for Modern Support into winning proposals
Be the leader of a global virtual team, driving resource management, deal orchestration and execution
Responsibility to drive the deal development process through various tools and processes from estimation to support contract setup
Being a key point of contact for escalation and approval management
Responsibility in setting up engagements in internal systems (incl. setting up cost- and bill rates, project start and end dates, project value etc.) and supporting a smooth sales to delivery handover
Pipeline management in alignment with the relevant sales teams
Thought leadership for continuous improvement in our tools, processes and offerings
Account planning and business development = 15%
Deal Preparation: = 50%
Deal Approval = 20%
Deal Closure = 15%
Responsibilities
Account Planning and Business development = 15%
Working with account sales teams to qualify, shape and influence key customer’s modern support need, timeline for implementation and budget
Maps Microsoft support solutions and Intellectual Property (IP) to customer needs
Create and execute a territory plan where we will find the execution plan to influence the pipeline generation
Create awareness plan in alignment with the offering group
Support pipeline management in alignment with the relevant sales teams
Deal Orchestration and Preparation: = 50%
Identify proposal deal team and technical subject matter experts (SMEs) to be staffed to support the proposal preparation
Refine customer requirements in collaboration with the sales and support account teams
Prepare approval plans based on deal complexity, exceptions and partner need
The Prepare Proposal phase focuses on the development of a compliant, persuasive, customer-centered support proposal
Use tools and resources to obtain estimate effort and resources needed to scope and shape the opportunity
Manage Subcontractor/Partner needs as required in coordination with a Partner Specialist (if available)
Involve Technical Quality Assurance (TQA) as needed
Define the proposal approach: Schedule, Roles & Responsibilities and proposal project schedule. Build a responsibility matrix if needed.
Confirm the opportunity scope with the customer, directly or through the bid team resources, ensuring relevant documents and Exhibits are aligned
Maintain and track the opportunity development in internal tools using standard templates
Build the proposal package: Executive Summary, Proposal Presentation, Exhibits, Cost estimations (Financials), Solution Pricing
Perform the internal and external validation processes (with the customer and partner, if needed)
Submit the proposal for approval and manage the process
Update project resources request as early staff to deliver the project with more accurate start dates
Deal Approval = 20%
Lead the deal review process with internal controllers (SBD, TQA, Support LT)
Lead the deal review process with internal stakeholders from the Account team: as needed
Submit the reviewed proposal package for the approval process as required
Deal Closure = 15%
Assemble the final contract
Provide the contract to the appropriate account aligned resource to facilitate customer signature
Submit the signed contract to be processed as an opportunity win for Support Contract setup
Process subcon/partner contracts and related documentation as needed
Enable a smooth sales to delivery hand over
If the opportunity is a lost, ensure to provide the proper feedback and document lessons learned
Qualifications
Experiences Required: Education, Key Experiences, Skills and Knowledge:
Sales: Disciplined in business-management, meeting sales targets and operational standards. Mentors other sellers towards a “challenger mentality” by prompting them to engage the customer early with new insights. Demonstrated experience influencing senior stakeholders within customer and own organization Required
Support. Familiarity with Microsoft Support solutions (Unified, MIPs, Reactive, proactive, DSE, Enhanced) Required
Solution Expert: Deep understanding of Unified Support, key areas of differentiation, and knowledge to create industry-centric use cases for Support Required
Sales Orchestration: Proven ability to orchestratethe execution of large, complex Support Sales motions, Sales v-teams, and Global resources. Required
Business Value Seller: Proven record of effective account management, particularly demonstrating coupling business acumen with technology knowledge, to connect customer business challenges to their technology decisions and; coaching the customer through business case creation, approval, and stakeholder buy-in. Required
Audience Credibility: Ability to influence target decision makers such as Business Decision Makers and Technology Leaders on the need for Modern Support. Required
Capture Management: Methodical and disciplined approach to qualifying support opportunities and developing win themes and strategy to improve probability of winning a strategic opportunity. Preferred
Collaborative. Able to work cohesively with customers, members of the Microsoft (or similar) sales, services, and marketing organizations and Microsoft (or similar) partners Required.
Excellent Communicator. Communication and collaboration, organizational, presentation, deep technical product demo, writing, and verbal communication skills Required.
Executive Presence. Validated experience engaging with senior level executives Required.
Consultative Technical Selling and Challenger mindset. Validated experience in consultative technical selling approach, including bringing innovative ideas to customers problems and being customer focused Preferred.
Performer. Highly driven passionate person who consistently exceeds goals and expectations Required.
Growth Mindset. Experience and passion for learning (technical and professional skills); implementing practices from others; trying, failing and learning from the experience; sharing practices and knowledge for others’ benefit Required.
Consummate Professional
Experience. 10+ years of related experience in Support pre-sales and/or Support roles Required.
Support Experience: 3-5 years of Support selling/deal orchestration experience with in-depth knowledge of Unified Support with complex customers. Required
Sales expertise (presentation skills), and consultative selling Required
Cloud Platform. Understanding of Microsoft cloud platforms and related need for Modern Support. Preferred
Partner Knowledge. Strong knowledge of partner Support solutions, Managed Services, and Support landscape Required.
Competitive Landscape. Knowledge of cloud networking competitors and content delivery network provider landscapes Preferred
Bachelor’s degree in Computer Science, Information Technology, or related field Preferred
Broad evangelism through events (presentation skills), and consultative selling. Preferred
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.