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Microsoft Corporation Account Delivery Executive (Pub Trust) CTJ in Cambridge, Massachusetts

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or intelligence community.

Responsibilities

Responsibilities:

Customer Relationships

Creates a strategic support relationship with key stakeholders within moderately large, challenging, and/or complex (e.g., tier 2, high-revenue generation, complex transformation) customer organizations, including the information technology (IT) Directors, Chief Technology Officer (CTO), Chief Information Officer (CIO), and Line of Business (LOB) leaders, as well as technology professionals, to enable quality service delivery. Expands customer relationships beyond the current support contract owners and seeks out new customer opportunities.

Gathers information on the business and information technology (IT) objectives, priorities, and strategies for moderately challenging or complex customer organizations to develop and manage the delivery of a comprehensive service delivery plan. Communicates current view of services (support and Microsoft Consulting Services [MCSs]) to customer executives on regular cadence.

Drives the case for change to help customers evolve their information technology (IT) maturity, drives productive use of Microsoft products, and enables and supports IT to make the business more effective by presenting the strategic business and technical need for change.

Internal Relationships and Coordination

Connects identified opportunities, questions, and/or issues from large or challenging customer organizations with complex internal Microsoft technical/sales teams. Orchestrates teams to address, using a breadth of technical knowledge to identify a broad set of internal teams. Coordinates with internal teams to establish accountabilities to drive customer outcomes.

Portfolio Management

Manages a mid-sized account portfolio (e.g., $4-10 million) of Microsoft Consulting Services (MCS) delivery (through Project Managers) and is accountable for Premier/Unified Support contracts (through Customer Success Account Managers [CSAMs]). Drives action to expand the portfolio and drive consumption.

Business Growth

Partners with Sales and other Services personnel to strategize on ways to create new opportunities and sustainable growth for customer accounts.

Supports the closing of deals and contract renewals for moderately complex or large customer accounts (e.g., tier 2) by negotiating, sharing long-term customer needs with Sales and Account teams, and strategizes on upcoming project plans and cyclical contract scoping.

Contributes to and influences account planning for portfolio.

Delivery

Drives and maintains obligations to customer contracts and ensures delivery services for customers across the services lifecycle (from development to support), including envisioning, solution development, service delivery planning, cloud consumption and usage, service delivery management, incident management/escalations, and proactive remediation services. Leads steering committee meetings with strategic customers to discuss progress toward delivery success.

Consumption

Contributes to consumption activities, through others (e.g., Customer Success Manager [CSM], Customer Success Account Managers [CSAMs]). for customers by identifying blockers to consumption goals and enabling customers, through internal teams, to get the full value of their purchases.

Escalations

Implements escalation management governance processes. May resolve issues identified and escalated by peer groups (e.g., Customer Success Account Managers [CSAMs]). regarding internal or critical customer issues through coordination with internal peer teams and/or customer contact.

Business Management

Collaborates with Sales to support contract setup, signature, compliance, and execution from deal approval to invoicing and closure.

Manages areas of fiscal responsibility within portfolio, staying within budget while driving engagement profitability and risk management.

Other

Embody our culture and values

Qualifications

Required/Minimum Qualifications

  • Minimum of four (4) years’ experience in a customer-facing Program Manager or Account Management role.

  • Minimum of five (5) years’ experience working with Federal customers.

  • Bachelor's Degree in Computer Science, Information Technology, Engineering, Business Management, or related field.

  • Minimum of six (6) + years of experience in client-facing service delivery.

  • Proven success with relationship management, including Executive Stakeholders, Sales teams, and Consultants.

Additional or Preferred Qualifications

  • Five (5) years of experience in IT Consulting.

The successful candidate must be a U.S. Citizen and have a U.S. Public Trust Position authorization. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.

US Citizenship:

The successful candidate must be a U.S. Citizen. Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.

Candidates selected for this position must comply with Federal Executive Order 14042 mandating that federal contractors and subcontractors receive the COVID-19 vaccine by being fully vaccinated before their date of hire, or work with Microsoft to receive an approved religious or medical accommodation.

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 (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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