The focus of the Support Specialist's role is to drive and close Microsoft Enterprise Support opportunities to ensure customers are supported throughout all stages of the product lifecycle, improving their health and enabling customer outcomes and consumption. The Support Specialist leverages Microsoft's unique expertise, including direct access to product teams, to help customers use their Microsoft investments as productively as possible.
OR Bachelor's Degree in Computer Science, Information Technology, Business Administration, or related field AND 4+ years of technology-related sales or account management experience.
Key Capabilities Required
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.
Engages in conversations with customers aligned to their industry to introduce how other workloads could enable digital transformation areas that is aligned with the customer's industry and turns opportunities into deals. Initiates conversations with customers on digital transformation in one or more solution areas, in collaboration with partners and services. Creates guiding examples of digital transformation through seminars, workshops, webinars, and direct engagement.
Collaborates with team members to discover new opportunities. Drives incremental revenue growth through personal campaigns (e.g., portfolio analysis) or internal sources (e.g., Marketing). Collaborates with account teams, partners, or services to track and qualify new opportunities. Collaborates with other teams (e.g., account teams) and services to build pipeline. Interfaces with customers and builds relationships via social selling. Applies Microsoft's sales process (MSP) to determine the quality of the opportunity and whether to proceed.
Identifies opportunities to drive consumption and grow business with existing customers by initiating conversations, providing demos or quotes, and collaborating with partners or internal teams (e.g., Technical Sales Professionals, Global Black Belts). For licensing transactions and project engagements, ensures rapid and robust deployment plan at point of sale that is validated by services and partners.
Identifies customer business needs and technology readiness. Contributes to the development of solutions in collaboration with internal teams, partners, and services. Proposes prioritized solutions that align with customers' needs. Articulates the business value of proposed solutions.
Proactively builds external stakeholders' mapping. Collaborates with account teams (e.g., Account Executives) to identify and engage senior business subject matter decision makers at the customer's/partner's business.
Implements strategies to accelerate the closing of deals. Contributes input on strategies to drive and close prioritized opportunities. Coaches junior team members in deal plan execution. Implements close plans (e.g., how to map timeline, engage the customer, get customer buy-in and commitment) to de-risk and drive predictable deal closure.
Scaling and Collaboration
Leads conversations and sets up events within Microsoft. Mentors others and develops strategies for best practice sharing across subsidiaries. Contributes ideas that can be instituted across Microsoft.
Initiates conversations with prospective customers/partners at events to expand external network. Acts as a subject matter expert in one or more solution area(s).
Collaborates with the 'compete' global black belts (GBB) to analyze competitor products, solutions, and/or services and implements strategies to position Microsoft against competitors in customer communication. Proactively provides analysis of the competitive landscape in supported solution area. Evaluates opportunities and makes recommendations on pursuit or withdrawal. Holistic value of MSFT platform versus single-point solution that positions MSFT favorably against competitors.
Collaborates with partners and resources and leverages customer insights or industry knowledge. Contributes to exploring business and emerging opportunities to optimize the portfolio and support customer innovation.
Reviews feedback report and coaches others on ensuring customer/partner satisfaction and decreasing dissatisfaction by establishing recovery action plans to improve clients' overall experience. Manages and/or orchestrates sales and delivery success through the account team and pursuit team.
Collaborates with extended sales team, partners, and marketing to conduct business analysis (e.g., whitespace analysis, identify industry trends) to pursue high-potential customers and develop a target list of potential business.
Manages the end-to-end business of the assigned territory. Conducts forecasting for accounts and develops a portfolio and territory plan to drive intentional selling aligned with strategic priorities.
Completes required training and obtains relevant product and role certifications aligned to the role and workload/industry.