Customer Solutions Manager

Job Description

Microsoft Advertising empowers the largest advertisers around the world to reach their maximum potential through paid search engine marketing, native and retail solutions on our platform. If you are passionate about online advertising, have a growth mindset and love building great relationships with customers, then you will feel right at home in our team.

As a Customer Solutions Manager you will manage your own portfolio of advertisers, ensuring our Microsoft Advertising offering is valued and understood, driving revenue by linking customers’ needs and objectives to our solutions, and building personable and trusting relationships that increase customer satisfaction. The Customer Solutions Manager is a core member of the account team focused on driving data-driven optimisations aligned with client needs, executing campaigns, and driving strong coordination of internal resources for excellence in execution of core tasks, account transitions, and client account health.

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

Account Planning / Management

• Proactively solicits feedback on additional needs, products, and features to develop targeted marketing strategies for clients.
• Demonstrates a strong understanding of the client's business model to articulate growth opportunities.
• Influences relevant stakeholders to drive change internally (e.g., Engineering, Marketing) and to enhance team capabilities, improve Microsoft offerings, and adapt Microsoft's messaging to client.
  
  
• Owns the day-to-day management for your book of business. Proactively expands strategic network of key internal and external partners for customers to ensure execution of core tasks and account transactions, and to provide seamless account management experience.
• Grows sales and partner impact and with the Account Executive engages key partners to develop, share, and promote client plan strategies that meet Microsoft and client business needs.
• Scales business across regions/segments or globally.
  
  
• Becomes an expert of client accounts, proactively monitoring all account activities (e.g., what to prioritise, managing escalations, billing, revenue flow, budget changes) to ensure account health and elevate client's business.

Sales Focus

• Leverages relationships with key client contacts.
• Seeks client feedback (both formal and informal) regarding ways to acquire/retain/grow more of their business and to identify and understand the drivers of satisfaction.
• Helps in the creation of long-term strategies aimed at maintaining levels of client satisfaction.
• Anticipates issues/risks on customer satisfaction, identifies drivers of dissatisfaction, determines the root cause of problems, and removes blockers.
• Establishes recovery action plan to improve client's overall experience.
  
  
• Educates clients on Microsoft's strategy and other products and services as well as the benefits of the Microsoft Advertising platform and other features of the digital portfolio.
• Establishes the business value of Microsoft's advertising services and their competitive advantages.
• Tailors' solutions that perform to clients' key performance indicators (KPIs).
• Adopts Microsoft sales strategies (e.g., Challenger Sale), identifying clients' needs and uses it as the basis for tailored sales approach.
• Handles main objections from clients.
  
  
• Develops compelling, value-proposition presentations and specialised business plans for clients that showcase Microsoft products and solutions to generate business and upsells;
• Shares overall plans with internal partners and peers.
• Assists Account Executives in presenting and/or presents business plans to clients to accelerate the closing of deals.
  
  
• Proactively develops a strong, comprehensive understanding of clients' marketing needs and their competition and market trends and anticipates clients' needs to deliver new insights on clients marketing strategies.
• Delivers advertising solutions into overall marketing strategy. Proactively owns and elevates relationships as a partner throughout multiple levels at the customer's organisation.
• Adopts Microsoft sales strategies (e.g., Challenger Sale) mindset to secure buy in and execution.

Qualifications

Required Qualifications:

• Bachelor's Degree in Sales, Marketing, or related field AND experience in Sales, Advertising, or Marketing with a focus on online media, search advertising, or Search Engine Marketing Sales
  • OR Master's Degree in Business Administration in Sales, Marketing, or related field AND experience in Sales, Advertising, or Marketing with a focus on online media, search advertising, or Search Engine Marketing Sales
    
  • OR experience in Sales, Advertising, or Marketing with a focus on online media, search advertising, or Search Engine Marketing Sales.
• Experience in online media or Search Engine Marketing Sales and Service experience.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.