The Account Delivery Executive (ADE) is an account aligned delivery leader for Top & Relationship accounts who oversees all service delivery resources, account delivery direction and profitability. The ADE owns the end-to-end delivery relationship for a single customer, in the case of a Top account or 1 to 3/4 customer accounts in the case of customers and represents Microsoft Enterprise Services throughout the deal phases while demonstrating a critical partnership with Sales. This role leads the individuals from both consulting and support capabilities within the customer delivery teams ensuring there is a single point of contact/escalation for the customer.
The Account Delivery Executive is on point to drive overall customer satisfaction while ensuring services revenue, growth & profitability. Creates and approves delivery plans that support the account strategies and monitors key performance indicators to ensure a healthy and growing business within assigned account(s) while demonstrating customer value.
• Value to Customer: Single point of contact/accountability for service delivery relationship.
• Value to Microsoft: Increased customer loyalty, Platform/service adoption.
• Nature of engagement: Long term, Strategic, relationship based, customer facing services management role.
The Account Delivery Executive (ADE) is responsible for the overall end-to-end customer experience of our Enterprise Services customers, creating and maintaining deep long-term customer relationships, driving Enterprise Services revenue growth by identifying and developing strategic opportunities, and overseeing/supporting services delivered by Domain delivery teams. The ADE leads the Enterprise Services teams, serving as an escalation point for both the customer and our delivery teams. The ADE monitors key performance indicators to ensure a healthy and growing business within their assigned account(s). Embodying the One Microsoft spirit, the ADE teams with Sales and the Domain Delivery teams to execute a winning strategy with positive outcomes for customers, employees, and Microsoft. ADEs are deployed 1 ADE to 1 customer (1:1) in our largest accounts, and up to 1:15 in our breadth account space.
Relationship Management - The ADE is Enterprise Services key role regularly engaged with the customer’s executive team and owns success and loyalty.
PreSales Support - The ADE knows the customer goal/needs and can identify and qualify leads. They can assist Sellers and PLs with deal shaping, and review/approve deals before customer
Delivery Oversight - The ADE is accountable to the customer for successful delivery of solutions and services that drive business value.
The ADE leads and oversees the Enterprise Services delivery teams.
Executive Reviews & Strategic Planning:
The ADE attends and leads both internal, and customer meets. They focus on solution status and realized value, removing risks and blockers, and strategic planning.
Financial Management - The ADE is the Area’s person that’s on the ground ensuring the business is healthy and profitable.
5+ years’ experience, primarily in a client-facing role
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