Business Application Technical Specialist - Customer Services

Job Description

Overview

The mission of Microsoft Business Applications is to help our customers digitally transform their businesses to drive new sources of revenue, create new and engaging ways to serve their customers, and to transform the way in which their business runs to drive new levels of profitability for their organization.

In this role you will be the Technology Specialist (pre-sales consultant) for your assigned workload and a member of the sales team that consists of Solution Specialist, Customer Success Unit, partners, and engineering. In this role you will advance pipeline by assisting the Solution Specialist in qualifying the deal, developing the strategy and inspiring the CxO/Business Decision Maker/Technical Decision Maker. You are responsible for designing the solution and delivering an industry-aligned demonstration to the customer. You will engage partners for co-sell and implementation considerations, engineering to assist with emerging technologies and Customer Success Unit for deal support. The demo will focus on solving the technical proof requirements while highlighting our business value and competitive differentiators and should result in securing the customer’s solution design endorsement. Once the solution design is secured, you will support the Solution Specialist in finalizing the customer proposal and assisting with licensing.

You will develop relationships with the decision makers with our customers and position yourself as a trusted advisor in your domain. As a recognized product expert, you are responsible for sharing your technical, industry knowledge and best practices with your peers.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond

Responsibilities

• Advance qualified pipeline revenue by demonstrating solution capabilities, addressing technical proof requirements, and securing the customer’s solution design endorsement.
• Engage with the account team to land solution envisioning sessions and business value assessments.
• Proactively deliver compelling customer centric solution demonstrations based on technical workload expertise while building Business Decision Maker/CxO/Technical Decision Maker connections.
• Address solution architecture considerations and competitive objection handling.
• Assist in formalizing the customer proposal.
• Collaborate with Partners and Customer Success to align on agreed upon deployment plan and Key Performance Indicators.
• Lead discovery sessions in each opportunity, yielding output of customer-agreed business challenges and win themes prioritized with business value.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field AND technical pre-sales or technical consulting experience
• OR Master's Degree in Computer Science, Information Technology, or related field AND technical pre-sales or technical consulting experience
• OR equivalent experience.

Additional or Preferred Qualifications (PQs)

• Experience with cloud and hybrid, or on premises infrastructures, architecture designs, migrations, industry standards, and/or technology management.
• Years of related experience:
• Solution pre-sales for business applications and/or SaaS-based company or similar technology.
• Solution pre-sales of complex business application deals requiring orchestration of large, dispersed, virtual teams composed of industry and solution team members.
• Solutions pre-sales best practices including but not limited to; discovery, building and crafting solution strategies that differentiate from the competition, value-based selling, identifying, and expanding product opportunities.
• Successful track record of competitive displacement.
• Ability to drive and influence stakeholders across organizational boundaries through organizational, presentation, envisioning, writing, and verbal communication skills.
• Proven track record in prioritization and orchestration of resources for complex customer digital transformation engagements.
• Deep understanding of:
• Business application solutions: e.g. CRM, Omni Channel Customer Service, Knowledge, Intelligent Bot, Contact Centre, automation solutions
• Commercial cloud offerings, ideally Microsoft’s cloud platform as well as competitive knowledge of other business applications and related ecosystems.
• Customer facing business processes in one or more industries such as Retail & Consumer Goods, Financial Services, Manufacturing, Automotive, Oil & Gas, Utilities, Healthcare, Public Sector and Media & Communications.
• Business value selling methodologies and practices that successfully convey the value and business outcomes
• How to uncover customer’s stated and unstated needs and how technology can be leveraged to solve business problems.
• High level of self-awareness, reflection, and empathy.
• Ability to skillfully communicate, demonstrate, and prove the value of Dynamics 365 Business Applications.
• Customer-centric mindset with demonstrated passion for delivering customer value.
• Excel at coordinating team resources to build and deliver a compelling solution demonstration
• Proven collaborator capable of influencing internal and external teams.
• Excellent presentation and communications skills across various customer stakeholders, e.g., CIO, CFO, CMO, VP of Sales, etc.
• Adept at challenging perspectives and differentiating from the competition by reframing value and exemplifying customer obsession.

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. 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.