Orchestration

Orchestration Principles

1.
1 Simplicity, stability and continuity - leverage existing models that work

2.
2 Meet customers where they are - optimize orchestration and resources for customer maturity, complexity, and need

3.
3 Deliver on current contracts – right-size Unified contracts over time and balance with Microsoft-invested resources

4.
4 Authority and accountability for customer success rests with GSMO leaders - manage Microsoft-invested and
customer-invested resources within budget across the team’s account portfolio

5.
5 Success engagements, projects, and the sales plays represented in Customer Flows snap into Account Orchestration

6.
6 Orchestration documentation describes the North Star - it is built for clarity rather than comprehensive coverage

CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

Orchestration Assets
There are five key assets that come together to illustrate how we execute on customer objectives

Assets Description Primary Audience

How the Account Team works together across the ATU, STU, CSU
Account Team Orchestration
1 entire connected customer experience Customers

Success Engagement Flows

o Flowchart
2 o Text Only
o Customer Examples
An accountability framework for how the
enterprise operating unit works together to deliver ATU, STU, CSU
customer objectives on an engagement

How programs and investments come together

Customer Flows
3 within the Engagement Level Flow to support the STU, CSU
-
go-to-market sales play

Shows the core handoffs at each step of a

4 Decision Trees STU, CSU
customer flow before the next step can commence

How each anchor role aligns to another to

5 How Roles Work Together showcase relationship and accountabilities MCS, STU, CSU, M&O
between one another
CONFIDENTIAL — FOR PLANNING PURPOSES ONLY
Account Orchestration
Account Orchestration Overview

Slide Explanation
1. Evolution of customer-centric Account Orchestration
- Today & Tomorrow Account Team alignment comparison
2. FY21 High-level Account Orchestration
- Building on the current ATU view of Account Orchestration and adding Consumption and Delivery Execution
3. FY21 Account Team Orchestration
- RACI representation of Account Orchestration phases, including ROB, Touch Points, and Deliverables
4. CSAM in FY21 High-level Account Orchestration
- Further build of Account Orchestration highlighting how the CSAM contribute through key Orchestration phases

5
Today RSM
Account
Executive
(AE)
Specialist
(SSP)

SE GBB

Account Orchestration
ADE TSP

Sales
CSA
Mgmt.
Multiple Microsoft resources
engaged with the customer
CSE CSM

Challenge to track resources,

engagements and activity Commercial MCS
Executive
Customer SSSP

Support
OCP
SSP

TAM ATS

PFE ECM

FastTrack PMM
DA

Not all roles are depicted

Tomorrow DA
Specialist
(SSP)
ADE

Simplified Account PMM SE

Orchestration Account
Executive
(AE)
OCP GBB

Customer Benefits and Outcomes

• Acceleration of business outcomes
Sales
and business transformation CE
Mgmt.

• Enduring, trusted advisor dedicated

to 3 clouds and broker for technical
resources
Customer
Commercial
TSP
Executive
CSAM ATS

Microsoft Benefits and Outcomes

• Role clarity and additional technical RSM Function
MCS SSSP
(IM & CMET)
capacity
• Reduced escalations and more focus on
value-add workloads Support
CSE
SSP
• Improved coordination of Account
planning motions CSA
FastTrack
MWA
CEM

Not all roles are depicted

Tomorrow DA
Specialist
(SSP)
ADE

Ownership & Orchestration PMM SE

Account
Executive
Account Executive (AE) OCP
(AE)
GBB
Owns overall account strategy and executive
stakeholder management
Orchestrates Account Planning and Customer Sales
CE
Relationship Management rhythms Mgmt.

Account Technology Strategist (ATS)

Owns customer modernization and transformation
Customer
Commercial
TSP
Executive
strategy and roadmap CSAM ATS

Orchestrates technical product specialists to build

vision and commitment with customers RSM Function
MCS SSSP
(IM & CMET)

Customer Success Account Manager

(CSAM) Support
SSP
CSE

Owns Consumption and Delivery execution to drive

FastTrack
solution and operational health as the single point of CSA
MWA
CEM
orchestration post commit
Orchestrates technical delivery teams, and cross-
cloud project oversight from left to right
Not all roles are depicted
FY21 Account Orchestration
Customer
Customer Quarterly
Relationship Business Review
Joint Business Plan CxO Relationships Executive Sponsorship
Management

Phase 4
Account Planning Opportunity & Pursuit Management Consumption Support
and Delivery Execution
Delivery Execution

Industry Customer Customer Solution and Leads Opportunities Success Portfolio Solution &
Operational
Knowledge Business Priorities Action Plan Engagement Management Health and
(Compete & Partner)
Knowledge Reactive Support
(Customer & Contacts)
CSAM in FY21 Account Orchestration
Customer
Customer Quarterly
Relationship Business Review
Joint Business Plan CxO Relationships Executive Sponsorship
Management

Phase 4
Account Planning Opportunity & Pursuit Management Consumption Support
and Delivery Execution
Delivery Execution

Industry Customer Customer Solution and Leads Opportunities Success Portfolio Solution &
Operational
Knowledge Business Priorities Action Plan Engagement Management Health and
(Compete & Partner)
Knowledge Reactive Support
(Customer & Contacts)

CSAM Responsible for: CSAM Consulted on: CSAM Accountable for:

• Left to right delivery orchestration across the three clouds • Support contractual renewal and add-on
proposals
• Support program planning aligned to account plan priorities
• Ensure Success Engagements have health
• Input into quarterly account planning
outcomes
• Customer business knowledge and context
• Opportunity and engagement planning
• Single point of orchestration post commit
• Fulfillment of support contract obligations
• Customer solution and operational health
outcomes
• Customer delivery governance
• Prioritized engagement & support deliveries
• Critical customer escalations
• Delivery performance dashboard
• Remediation of engagement blockers
 CSAM App Dev in FY21 Account Orchestration*
Phase 4
Account Planning Opportunity & Pursuit Management Consumption and Delivery
Support Execution
Delivery Execution

CSAM Responsible for: CSAM Consulted on: CSAM Accountable for:

• Left to right delivery orchestration across the three clouds
• Support program planning aligned to account plan priorities
• Input into quarterly account planning
CSAM
• Customer business knowledge and context
• Support contractual renewal and add-on
proposals
• Ensuring Success Engagements have health
outcomes
• Opportunity and engagement planning
• Single point of orchestration post commit
• Fulfillment of support contract obligations
• Customer solution and operational health
outcomes
• Customer delivery governance
• Prioritized engagement & support deliveries
• Critical customer escalations
• Delivery performance dashboard
• Remediation of engagement blockers

CSAM App Dev Responsible for: CSAM App Dev Consulted on: CSAM App Dev Accountable for:
• Developer Support and developer focused DSE orchestration • Developer Support and developer focused • Single point of orchestration for Developer
DSEs contractual renewal and add-on proposals Support and Developer DSE engagements and
• Application Development focused support programs planning aligned to
fulfillment of the offering contractual
customer and account plan priorities • Ensuring that application development focused
obligations
Support Programs are aligned with the Success
• Input into quarterly account planning
Engagements, in partnership with CSAM • Application development focused
CSAM • Customer business knowledge and context as it relates to application
• Application Development opportunity and  Operational health
development
App Dev engagement planning
 Support programs governance
• Although consulted by CSA during Success Engagements, the CSAM
App Dev does not orchestrate Success Engagements.  Technical governance
• CSAM App Dev is not responsible for conducting hands-on deliveries,  Support deliveries
such as workshops; CEs are.
 Critical customer escalations, in
collaboration with CSAM and IM+
• Remediation of application development
blockers

*
CSAM App Dev is only available to customers that purchased Developer Support or Premier Support for Developers
Account Team Orchestration RASCI
Accountabilities
Area ROB & Touch Points Deliverables
Accountable Responsible Support Consult Inform
• Customer Account Reviews
• Executive Sponsorship
• Customer Quarterly Business Review
• BDM & TDM relationships ADE, ATS,
Customer Relationship • EBC/MTC – CET
• Industry alignment AE CSAM, CSA, IE, STU CE
Management • Customer Escalation
• Customer Health Scorecard CSM, SE, DA
• Billing inquiries
• Joint Business Plan (Inclusive of Support)
• Customer Mapping
• Industry insights & customer business knowledge
• Customer solutions, priorities & outcomes
• Digital Transformation Roadmap & Technical ATS, SE, ADE,
• Quarterly Account Planning CE, CSA, CSM,
Account Planning Architecture Plan, Cloud Adoption Framework AE CSAM, DA, IE, STU
• Support program planning OCP
• Solution & Action Plan w/pipeline & Support aligned Support SSP
• Compete & Partner plan
• Customer Readiness & Tech Skill Plan
• Customer Success Engagement sponsorship
• Partner/MCS plan for Opportunity
• Pipeline planning • Success Engagement creation ADE, CSA,
Opportunity & Pursuit
• Opportunity & engagement planning • Success Engagements include health deliveries AE ATS, STU, SE CSAM, CSM, IE, CE
Management
• Customer proposal • Committed Success Engagements and Consulting OCP, MCS SSSP
Engagements
• Support offer and add-on proposals
• Customer Delivery governance and
• Prioritized engagement & support deliveries
single point of orchestration post ADE, CSA,
• Discoveries & needs included in Account Plan
Consumption and Delivery commit CSAM, CSM,
• Delivery performance dashboard CSAM CE AE, ATS, STU
Execution • Delivery Team Alignment & RSM, Partner
• Critical blocker, incident, and outage xDM escalation
Resourcing delivery lead
• Problem management outcomes
• Customer Escalation
• Forecast, quota, and usage achievement plan
• Achieving Business priorities ADE, ATS, CSA,
• Support agreement usage
Business Excellence • Area QBU AE CSAM, CSM, - -
• MSX pipeline hygiene
• Scrum OCP, STU
• Scrum
 Account Team Orchestration RASCI with FY21 CSAM highlights
Accountabilities
Area ROB & Touch Points Deliverables
Accountable Responsible Support Consult Inform
• Customer Account Reviews • Executive Sponsorship
• Customer Quarterly Business Review • BDM & TDM relationships
1 ADE, ATS,
Customer Relationship • EBC/MTC – CET • Industry alignment
2 AE CSAM, CSA, IE, STU CE
Management • Customer Escalation • Customer Health Scorecard
CSM, DA
• Billing inquiries • Joint Business Plan (Inclusive of Support)
• Customer Mapping
• Industry insights & customer business knowledge
• Customer solutions, priorities & outcomes
• Digital Transformation Roadmap & Technical ATS, SE, ADE,
• Quarterly Account Planning 3 CE, CSA, CSM,
Account Planning Architecture Plan, Cloud Adoption Framework AE CSAM, DA, IE, STU
• Support Program Planning OCP
• Solution & Action Plan w/pipeline & Support aligned Support SSP
• Compete & Partner plan
• Customer Readiness & Tech Skill Plan
• Customer Success Engagement sponsorship
4 • Partner/MCS plan for Opportunity
• Pipeline planning ADE, CSA,
Opportunity & Pursuit • Success Engagement creation
• Opportunity & engagement planning AE ATS, STU, SE CSAM, CSM, IE, CE
Management • Success Engagements include health deliveries
• Customer proposal OCP, MCS SSSP
• Committed Success Engagements
• Support offer and add-on proposals
5 • Customer Delivery governance and 1
• Prioritized engagement & support deliveries
single point of orchestration post ADE, CSA,
• Discoveries & needs included in Account Plan
Consumption and Delivery commit CSAM, CSM,
• Delivery performance dashboard CSAM CE AE, ATS, STU
Execution • Delivery Team Alignment & RSM, Partner
• Critical blocker, incident, and outage xDM escalation
Resourcing delivery lead
• Problem management outcomes
• Customer Escalation 6
• Forecast, quota, and usage achievement plan
• Achieving Business priorities ADE, ATS, CSA,
• Support agreement usage
Business Excellence • Area QBU AE CSAM, CSM,
1 CSAM now Responsible and Accountable (Consumption -
and Delivery Execution) -
for Account CE
Team activities
• MSX pipeline hygiene
• Scrum OCP, STU
• Scrum 2 Customer Deliverables includes Support for health & enabling Success

3 Solution & Action Plan includes Support actions and alignment

4
Health deliveries aligned with Success Engagements
5
Consumption and Delivery Execution (with CSAM Accountability) and post commit orchestration
6
CSAM shares Responsibility for Business Excellence & hygiene
High Level Consumption RASCI Across 3 Clouds
Accountabilities
Phase Activities/Deliverables
Accountable Responsible Support Consult Inform
• Learn the details of customer’s industry/business
Know Your • Identify top customer’s industry/business scenarios and map those to IPS/sales plays AE ATS, CSAM IE IE OCP
Customer • Identify related solutions and corresponding partners
(ATU)
• Customer technology strategy, vision and landscape ATS ATS, CSAM STU, CSU IE OCP
• Define & drive strategic intent for a solution
• Identify executive sponsor and budget AE, ATS AE, ATS ADE, CSAM, CSM/CSA, SE, DA, STU OCP, MWA
Envision • Align with delivery partner
(ATU)
• Draft Solution and Operational Health Plan CSAM CSAM, SSSP CSM/CSA, DA, MWA, SE CE AE, ATS
• Success Engagement creation in MSX* AE, ATS AE, ATS, STU CSAM, CSA, CSM, ADE OCP, DA SSSP, CE
• Technical briefing & demo
• Evaluate & refine competitive strategy STU ATS, STU, CSA/CSM ADE, CSAM, IE, OCP, MCS SSSP, SE, DA, CE MWA AE, ATS
Validate • Prove business case through PoC/MVP
(STU)
• Build Customer Success Plan CSM/CSA CSM/CSA, STU CSAM, ADE, ATS, MWA, DA - AE, ATS
• Refine solution & operational health plan with customer sponsor CSAM CSAM, SSSP ADE, CSM/CSA, DA, MWA, SE CE AE, ATS
• Define technical close requirements
• Win technical decision & agreement to deployment plan STU STU, CSAM, CSM/CSA, ADE, MWA CE, OCP AE, ATS
• Right size support agreement

Commit • Customer Technical Readiness Plan AE AE, ATS ADE, CSAM, CSM/CSA, MWA CE, DA
(STU) • Establish change management approach w/ customer CSM CSM, CSAM ADE, MWA, CE DA
• Architectural Design CSA CSA CE, CSAM ADE, DA
• Finalize solution & operational health plan w/ customer ADE, CSM/CSA, DA, MWA, SE, Partner
CSAM CSAM, SSSP CE, OCP AE, ATS
• Orchestrate and confirm establishment of project team and plan delivery lead
• Execute Deployment Plan FTC (MW) MWA, CE, CSAM, CSM, ADE Partner
IM+ - AE, ATS
• Technical end user onboarding Partner/MCS (BA) delivery lead
• Project implementation and enable production grade capabilities CSA CSA, CSAM, ADE IM+, CE AE, ATS
• Execute customer learning and solution & operational health plan
Onboard • Orchestrate customer delivery governance and strategic customer escalations & blockers
CSAM CSAM, CSM, CE, ADE IM+, MWA - AE, ATS
(CSU) across 3 clouds
• Monitor progress against Success Engagement milestones
• Technical Blocker Remediation CE CE, CSAM, IM+ CSM, ADE AE, ATS, DA
• ACM, and end user training CSM CSM, CE CSAM, ADE
• Project portfolio management and governance for MCS ADE ADE, CSAM, MCS CSM/CSA, SE, DA AE, ATS
• Execute Customer Success Plan
CSM/CSA CSM/CSA, CSAM ADE, CE, MWA, DA AE, ATS
• Identify solution expansion opportunities
Realize Value • Solution optimization planning & recommendations
(CSU) • Governance,
*The accountable delivery
party is the portfolio
AE, ATS, management
however CSAMs andfor continuous
ATS's haveadoption
a sharedand operational health
responsibility to ensure the engagements are accurate and progressing.
CSAM CSAM, CSM/CSAThe CSAMs should notMWA,
be opportunity owners on a Success
CE, ADE, IM+ AE. ATS
Engagement,• but
Track & report
their role ison
to customer Business
orchestrate Value Realization
the resources to achieve the desired outcome of the engagement.
Field Orchestration Guidance when Roles are Unassigned
Microsoft is a Partner Driven organization: engage Partners for strategy, execution, and delivery as needed

• Solution Orchestration guidance generally assumes all field roles are present within the Account Team
• When one or more roles are not assigned to a customer, any gaps should be addressed by the Account Team,
Overall Guidance
Microsoft Consulting and Partners as appropriate
• Refer to RASCI slide in this pack for additional clarity on role accountability

• If no Cloud Solution Architect or Customer Success Account Manager is present, the Account Executive and Account
No CSA or CSAM Technology Strategist, in partnership with STU Specialists, must build Solution Area Strategy in partnership with the
customer and align with Customer Engineers, Microsoft Consulting, or Microsoft Partners to ensure solution delivery

• If no Account Technology Strategist is present, the Account Executive should collaborate with STU Specialists and
Customer Success roles to ensure Solution Area engagements align to the customer’s strategic objectives
No ATS • The CSAM is not expected to deliver ATS capability, however, they do orchestrate consumption engagements across
Solution Area and can provide valuable insights to inform customer strategy

• If no Account Technology Strategist or Customer Success Account Manager is present, the Account Executive, in
partnership with STU Specialists and Customer Success roles to ensure consumption engagements align to overall
No ATS or CSAM customer strategy
• Microsoft Partners, when engaged, should provide regular updates and insight on consumption engagements by
collaborating with the account team and leveraging platforms like PSX

• If a Customer Success Account Manager is present, however no Customer Engineer or Customer Success role (CSA,
CSM) is present, the Account Executive, Customer Success Account Manager and Account Technology Strategist
CSAM but No CE, No CSA
should work with STU Specialists and relevant Partners to ensure consumption engagements are on-boarded and
deployed to ensure the customer realizes value
 Account Orchestration
CSAM operates at multiple levels on an account

Portfolio orchestration:
• Left to right delivery orchestration across Solution Portfolio Summary
the three clouds All Prioritized Active and In-Progress Solutions
• Identify customer need and business value

Plan and Orchestrate Solution Programs

• Each solution comprises several
Solution A
Solution Health Dashboard
+ Solution B
Solution Health Dashboard
+ ….
Solution n…

engagements
• Prioritized engagement and support
deliveries

Success Engagements Success Engagements

Orchestrate Success Engagements

• Orchestrate, monitor or track depending on
complexity and team on point for the work
(partner, CSU, MCS, customer)
• Ops support health and readiness
Top Four Impactors of CSAM Workload
No silver bullets but we will see gradual improvement over medium term
Improvement
Trajectory
• Driven by CSS capacity shortfalls and cloud growth
Reactive Support Management • Improving with CSS initial response and time to resolution
Over Functioning • New Reactive Service Management function will improve things through
FY21

• FY20 H1 saw a large gap between HC guidance and Area actuals

Areas Below CSAM Capacity
• Improvement in Q3, but hiring freeze and market outlook concerns will
Guidance exert pressure

• More pronounced in the Scale (SMC) segment especially US and WE

• Trending flat or negative as more areas slip towards the US/WE model
Presales over Functioning
• FY21 role clarity and Support Sales SSP investment essential to
improvement

• Significant churn in tool and process changes beyond the Services

Tool and Process Gaps ecosystem
Resulting in Low Productivity • Will trend negative through Q1 with RAVE, PSR, D4M & RMEX changes
• Little in the way of near-term solutions

Microsoft Confidential – Internal Only 17

CCE Value Realization
Customers realize value with CCE based on what their starting Scenario offers

Scenario 1 Scenario 2 Scenario 3 Scenario 4 Scenario 5 Scenario 6

Time to Value

Immediate Years
Large Unified Med/Large Unified*1 Smaller Unified Premier classic Premier classic Premier classic
contract*1 or Premier + contract contract*1 contract contract contract
Contract Vehicle CSAM invested (CPM)

Pinned CSA’s/CSM’s Pinned CSA’s/CSM’s Limited pooled or no CSA/CSM assigned CSA/CSM assigned No CSA/CSM assigned
Consumption
assigned assigned CSA’s/CSM’s. assigned
Execution
CSAM has completed CSAM has not CSAM has completed CSAM has not CSAM has not CSAM has not
Unified Academy*2 completed Unified Unified Academy*2 completed Unified completed Unified completed Unified
Portfolio
Academy*2 Academy*2 Academy*2 Academy*2
Orchestration
Customer agrees to Customer doesn’t Customer doesn’t
Potential
CSAM prioritized agree to CSAM agree to CSAM
Success Engagement prioritized Success prioritized Success
focus Engagement focus Engagement focus

*1 36% of Enterprise customers currently have a Unified contract

*2 Unified Academy training is an intensive 1 week in person training event which sets the foundation for managing Programs of Work and driving business centric outcomes as part of Unified
entitlements. 75% of CSAM’s have completed this training. CSAM’s will still require bridging ramp into CSAM role if they have completed this training
Microsoft Confidential – Internal Only 18
SMC Orchestration
 SMC Account Team Orchestration RASCI with FY21 CSAM highlights
Accountabilities
Area ROB & Touch Points Deliverables
Accountable Responsible Support Consult Inform
• Customer Account Reviews • Executive Sponsorship
• Customer Quarterly Business Review • BDM & TDM relationships
Customer Relationship • EBC/MTC – CET • Industry alignment 1
2 AE CSAM, CSA Specialist CE
Management • Customer Escalation • Customer Health Scorecard
• Billing inquiries • Joint Business Plan (Inclusive of Support)
• Customer Mapping
• Industry insights & customer business knowledge
• Customer solutions, priorities & outcomes
• Digital Transformation Roadmap & Technical
• Quarterly Account Planning 3 CSAM, Support
Account Planning Architecture Plan, Cloud Adoption Framework AE Specialist CE, CSA, OCP
• Support Program Planning SSP
• Solution & Action Plan w/pipeline & Support aligned
• Compete & Partner plan
• Customer Readiness & Tech Skill Plan
• Pipeline planning • Customer Success Engagement sponsorship
• Opportunity & engagement planning4 • Partner/MCS plan for Opportunity
Opportunity & Pursuit • Customer proposal • Success Engagement creation CSA, CSAM,
AE Specialist CE
Management • Success Engagements include health deliveries OCP, MCS SSSP
• Committed Success Engagements
• Support offer and add-on proposals
5 • Customer Delivery governance and 1
• Prioritized engagement & support deliveries
single point of orchestration post CSA,
• Discoveries & needs included in Account Plan
Consumption and Delivery commit CSAM, RSM,
• Delivery performance dashboard CSAM CE AE, Specialist
Execution • Delivery Team Alignment & Partner delivery
• Critical blocker, incident, and outage xDM escalation
Resourcing lead
• Problem management outcomes
• Customer Escalation 6
• Forecast, quota, and usage achievement plan
• Achieving Business priorities
• Support agreement usage CSA, CSAM,
Business Excellence • Area QBU AE
1 CSAM now Responsible and Accountable (Consumption -
and Delivery Execution) -
for Account CE
Team activities
• MSX pipeline hygiene OCP, Specialist
• Scrum
• Scrum 2 Customer Deliverables includes Support for health & enabling Success

3 Solution & Action Plan includes Support actions and alignment

4
Health deliveries aligned with Success Engagements
5
Consumption and Delivery Execution (with CSAM Accountability) and post commit orchestration
6
CSAM shares Responsibility for Business Excellence & hygiene
High Level Consumption RASCI Across 3 Clouds - SMC
Accountabilities
Phase Activities/Deliverables
Accountable Responsible Support Consult Inform
• Learn the details of customer’s industry/business
Know Your
• Identify top customer’s industry/business scenarios and map those to IPS/sales plays AE AE, CSAM Specialist OCP
Customer
• Identify related solutions and corresponding partners
• Success Engagement creation in MSX*
• Define & drive strategic intent for a solution
AE AE, Specialist CSAM, TS/CSA, Specialist OCP
Envision • Identify executive sponsor and budget
• Align with delivery partner
• Draft Solution and Operational Health Plan CSAM CSAM, SSSP TS/CSA CE AE
• Technical briefing & demo
• Evaluate & refine competitive strategy Specialist Specialist, TS/CSA ADE, CSAM, OCP, MCS SSSP, CE FT AE
Validate • Prove business case through PoC/MVP
• Build Customer Success Plan CSA CSA, Specialist, TS CSAM AE
• Refine solution & operational health plan with customer sponsor CSAM CSAM, SSSP ADE, TS/CSA, FT CE AE
• Define technical close requirements
• Win technical decision & agreement to deployment plan Specialist Specialist, CSAM, SSSP, TS/CSA, ADE, FT CE, OCP AE
• Right size support agreement
• Customer Technical Readiness Plan AE AE, CSAM ADE, TS/CSA, FT CE
Commit
• Establish change management approach w/ customer CSAM CSAM, Specialist, Partner delivery lead ADE, FT, CE
• Architectural Design CSA CSA CE, CSAM ADE
• Finalize solution & operational health plan w/ customer
CSAM CSAM, SSSP ADE, TS/CSA, FT, Partner delivery lead CE, OCP AE
• Orchestrate and confirm establishment of project team and plan
• Execute Deployment Plan FT (MW)
FT, CE, CSAM, ADE, Partner delivery lead OCP AE
• Technical end user onboarding Partner/MCS (BA)
• Project implementation and enable production grade capabilities CSA CSA, CSAM, ADE, Partner delivery lead CE OCP AE
• Execute customer learning and solution & operational health plan
• Orchestrate customer delivery governance and strategic customer escalations &
Onboard CSAM CSAM, CSA, CE, ADE FT - AE
blockers across 3 clouds
• Monitor progress against Success Engagement milestones
• Technical Blocker Remediation CE CE, CSA, CSAM, Partner delivery lead, CSS ADE AE, OCP
• ACM, and end user training CSAM CE, FT, Partner delivery lead, Customer CSAM, ADE OCP
• Project portfolio management and governance for MCS ADE ADE, CSAM, MCS CSA, MCS SSSP AE
• Execute Customer Success Plan
CSA CSA, CSAM, Partner delivery lead ADE, CE, FT OCP AE
• Identify solution expansion opportunities
• Solution optimization planning & recommendations
Realize Value • Governance, delivery portfolio management for continuous adoption and operational
*The accountable party ishealth CSAM The CSAMs should not be opportunity
the AE, however CSAMs and ATS's have a shared responsibility to ensure the engagements are accurate and progressing. CSAM, CSA owners on a Success Engagement, but their FT,
roleCE,
is toADE, OCPthe desired AE
orchestrate the resources to achieve
• Track & report on customer Business Value Realization
outcome of the engagement.
SMC/SMB Field Orchestration Guidance when Roles are Unassigned
Microsoft is a Partner Driven organization: engage Partners for strategy, execution, and delivery as needed

• Solution Orchestration guidance generally assumes all field roles are present within the Account Team
• When one or more roles are not assigned to a customer, any gaps should be addressed by the Account Team,
Overall Guidance
Microsoft Consulting and Partners as appropriate
• Refer to RASCI slide in this pack for additional clarity on role accountability

• If no Cloud Solution Architect or Customer Success Account Manager is present, the Account Executive, in partnership
with Solution and Technical Specialists, must build Solution Area Strategy in partnership with the customer and align
with Microsoft Consulting, or Microsoft Partners to ensure solution delivery
No CSA or CSAM • In this scenario, the Account Executive, in partnership with Solution Specialists ensure consumption engagements align
to overall customer strategy
• Microsoft Partners, when engaged, should provide regular updates and insight on consumption engagements by
collaborating with the account team and leveraging platforms like PSX

• If a Customer Success Account Manager is present, however no Cloud Success Architect (CSA) is present, the Account
Executive, and Customer Success Account Manager should work with Solution and Technical Specialists, Customer
CSAM but, No CSA
Engineers, and relevant Partners to ensure consumption engagements are on-boarded and deployed to ensure the
customer realizes value

• As an SMB CSAM, core accountability and responsibility is to fulfill support contract obligations and drive Programs to
SMB CSAM support and accelerate consumption, aligned to customer outcomes. No additional orchestration related activities
outside of CE (Support) & FastTrack resources is required
Success Engagement Management
 AE, ATS, CSAM Responsibility Overview
Account Executive (AE)
ATU owns the first 2 sales stages
Owns overall account strategy, Orchestrates Account Planning
business data and executive and Customer Relationship
stakeholder management account Management rhythms
Know Your Customer & Envision performance - revenue, financials
and customer satisfaction

Account Technology Strategist

AE, ATS: Accountable for end-to-end orchestration of the (ATS)
Owns customer modernization Orchestrates technical
and transformation strategy resources to build vision and
sales process and sales resources. Accountable for customer and technology roadmap commitment with customers
outcomes, revenue and customer value and sentiment

CSAM: Accountable for post commit orchestration of the Customer Success Account Manager (CSAM)
delivery & support resources needed for solution and Owns Consumption and Delivery
operational health for prioritized solutions and execution to drive solution and
engagements operational health as the
orchestration lead post commit
Orchestrates technical delivery
and support teams, and cross-
cloud project oversight from
left to right

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CSU CSU
Understand and align Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
customers business goals & solution assumed Technical/ Business customer commitment to take implementation  in the longer term and
Objectives
priorities with Microsoft Cloud value to be realized through engagement to production additional engagements or
Solutions MVP workloads are identified
CSAM Delivery Excellence in Success Engagements
CSAM SHOULD ALWAYS CSAM SHOULD NEVER*
• Identify priority solutions & engagements in collaboration with Account Team • Create Success Engagements in MSX
• Create and Capture Support Needs and Programs • Own Success Engagements at any stage in MSX
• Validate and do initial Qualification of prioritized Support Needs and Programs • Create Milestones within Success Engagements in MSX
• Strategize with Seller on Opportunity Pursuit approach • Provide consumption estimates for Engagement Milestones
• Align Support Programs to prioritized Success Engagements in MSX

• Orchestrate Technical Delivery for Success Engagements beginning at 'Onboard’ – where the • Update Engagement or Milestone details without informing
Success Engagement is part of the CSAM’s prioritized portfolio of work engagement owner
o For Success Engagements which have not been prioritized or capacity is limited, engage • Own Opportunity report-out in Sales Pipeline calls
Success Support Specialist and AE/ATS to right-size support agreement or engage other resources
(CSU/STU/Partners) as required
Engagement
• Manage and Update risk/blocker details with next steps/actions within a prioritized Success
Management Engagement Milestone in MSX (in coordination with engagement owner) when a risk/blocker has
been identified
o Escalate Risks/Blockers using available resources dependent on the scenario (Unified Action
Tracker, CSS, OneAsk, etc)
o Participate in the Scrum process as needed
 CSAMs are involved in the formal field, corp and exec level Scrum rhythm only when
either:
• They are directly involved in escalating an item to the Field Local Scrum or
beyond
• and/or the Scrum is discussing an item the CSAM is involved in or that may
result in the CSAM initiating or overseeing work within the customer support
contract or CSAM led customer solution program
• Plan and Orchestrate resources for the removal of technical blockers for prioritized Success
Engagements

*We do acknowledge that in some unique circumstances you may be asked to do these by your manager – they are not fundamentally a role expectation
MSX Success Engagement Management Roles & Responsibilities
Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CSU CSU
Understand and align customers Drive strategic intent for a solution Define business case with assumed Prove business case and get Enable technical engagement Ensure planned value is realized in
Objectives business goals & priorities with Technical/ Business value to be customer commitment to take implementation  the longer term and additional
Microsoft Cloud Solutions realized through MVP engagement to production engagements or workloads are
identified

STU Support
AE ATS CSA CSM CSAM* CE
Specialist Specialist
Success Engagement Creation in MSX** A, R A, R R C C C I -
Success Engagement Ownership (Envision & Validate) A, R A, R R C C C I I
Success Engagement Ownership (Commit) C R A, R C C C I I
Success Engagement Ownership (Onboard & Realize
I I R A, R A, R C I C
Value)
Success Engagement Milestone Management (creation,
A R, C R R R C I C
consumption estimate, date management, etc)
Blocker Identification & Escalation (UAT, OneAsk, etc) I C C R R A, R I C
Support Program Alignment I I I C C A, R C C

Sales & Technical Orchestration (Pre-Commit) C A, R C I I C I I

Technical Delivery Orchestration (Post-Commit) I C I C C A, R C C

Responsible Those who work to achieve the task Consulted Those whose opinions and advice are sought via two-way communication
Accountable The person ultimately accountable for correct completion of the task Informed Those who must be kept up -to-date on progress via one-way communication

*
CSAM involvement is in engagements which have been prioritized during Account Planning Consumption Lifecycle RASCIs: aka.ms/orchestrationguidance
**
AE, ATS are responsible for industry-led sale, STU is responsible for solution area-led sale
CONFIDENTIAL – FOR PLANNING PURPOSES ONLY
Scrum | What is it?

Business Problem
Address blocked and at-risk milestones in a timely manner and ensure
engagements moved forward. Proactively address stalled opportunities,
engagement and milestones before becoming blocked or at risk.

Solution
Scrum is a rhythm with common infrastructure to help standardize
guidance to prioritize, assign and track actions to unblock a project to
provide issue resolution and/or technical feedback from Opportunities,
Engagements, Milestones and uncommitted deals to increase ACR, MAU
(and retain MAU) and renewals.

The SCRUM rhythm provides:

•Standardized guidance and tools to support the process
•The ability to prioritize and accelerate blocked and at-risk engagements
•The ability to assign ownership and track resolution
•The ability to provide technical feedback direct to engineering
•A path to escalate to corporate teams and leadership for support
Scrum | Rhythm Additional Scrum guidance found at aka.ms/scrumresources

1 IC + Manager 2 Field Local Scrum 3 Corp Scrum 4 Exec Scrum

Weekly Actions M1/M2, Leaders Corp LT CVPs

IC: prep for Scrum ATU-STU-CSU with OCP

ATU-STU-CSU-OCP-Services- and Services: Corp Leadership
• Update Engagement

Collaboration
BG Lead-Migration Desk Rep:

Reflection
Milestones status • Weekly Apps & Infra Scrum by ATU-STU-CSU :

Escalation
Discovery

[Blocked and At-Risk], • Sort and prioritize, key workloads • Looks across the full
& Help Needed & review Blocked/
• Bi- weekly ADS Azure Scrum pipeline for opportunities
• Identify and add Partner At-Risk/Aged milestones
to accelerate and/or
in MSX as appropriate • Assign owner to unblock,
• Proactively Identify unblock
review & analyze Pipeline
Manager + IC review: acceleration •
health Reviews insights and key
opportunities
• Use Action tracker to • Identify and address patterns themes
document action & • Review actions to and systemic issues • Review Technical
technical feedback to be unblock locally
• Technical feedback triage & feedback
completed & review with or assign to Corp to
escalate vetting for escalation to • New guidance
manager to assign to local
engineering recommendations from
counterpart • Validate & provide
• Escalate to Field Scrum insights
evidence to technical
those issues that cannot be feedback
self resolved
• Regional SME review
Technical Feedback
before going to corp
• [Optional] Incorporate CPE
insights as appropriate

Field – Weekly Rhythm Corp

Field locally resolves + updates Action tracker
Corp resolves + updates Action tracker
CSAM Engagement in Scrum Process Additional Scrum guidance found at aka.ms/scrumresources

CSAM’s will work with their managers and other members of the Account Team to address and remove blockers in Prioritized Success Engagements
which are in the Commit stage or above

CSAM-Manager + CSAM Review

• CSAM to Update Engagement Milestone status
• Blocked or At-Risk, & Help Needed
• Use the Unified Action Tracker to document
action & technical feedback to be completed for
review with CSAM-Manager
• If the issue can be addressed locally and within the
customer contract, a Support Program is proposed to
address, and no further Scrum activity is required
• If the issue cannot be addressed locally and within the
customer contract, a decision is made to escalate to Field
Local Scrum

CSAM Involvement in Field Local Scrum

• CSAM is consulted on what goes into escalation (not
responsible for managing the escalation to field scrum)
• CSAM is Invited to and participates in discussion in Field
Local Scrum meeting
• If the issue cannot be addressed in Field Local Scrum,
escalation to Corp and/or Exec level Scrum
Effort Tracking
• For Unified customers, CSAM involvement in Scrums related to prioritized engagements is customer billable
• For Premier customers, CSAM involvement in Scrums may or may not be billable time, depending on customer
priorities
• For pre-commit Success Engagement blockers, CSAM may be involved at the discretion of the CSAM
Manager. Logging of this time should be to pre-sales NBUE
Success Engagement Motions
FY21: Success Engagement Orchestration Framework CUSTOMER TYPE

Leveraging the FY20 Orchestration Model Modality conditions, such as,

pinned or pooled resources

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CSU CSU
Understand and align customers Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
business goals & priorities with solution assumed Technical/ Business customer commitment to take implementation  in the longer term and
Objectives
Microsoft Cloud Solutions value to be realized through MVP engagement to production additional engagements or
workloads are identified

Tech

Key activities

Business
Other Teams E.g. GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack ,etc.

Success criteria
for each stage

Exit Criteria

CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

FY21: Success Engagement Orchestration Framework CUSTOMER TYPE

Visualizing the Flow – a generic framework for any solution area Modality conditions, such as,
pinned or pooled resources

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CSU CSU
Understand and align customers Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
business goals & priorities with solution assumed Technical/ Business customer commitment to take implementation  in the longer term and
Objectives
Microsoft Cloud Solutions value to be realized through MVP engagement to production additional engagements or
workloads are identified

CONSUMPTION AND SUPPORT ORCHESTRATION

INSIGHTS PROVE TECH DESIGN

Key activities

OPPORTUNITY INTENT DELIVER SUCCESS EXECUTION

Other Teams E.g. GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack, Downstream, etc.
SCOPE PLAN
Success criteria
for each stage
TECHNICAL GOVERNANCE

Exit Criteria

CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

FY21: Success + DS Engagement Flow with CSAM App Dev
CSAM App Dev
Partners with the CSAM and Owns Developer Support delivery execution to drive solution and operational health of custom applications
Orchestrates Azure technical delivery teams as part of Developer Support and Application Development focused DSE engagements

CSAM
CSA CSAM DSE Transactional CEs
App Dev

Realize Value
Commit Onboard Build & Deploy Operationalize Monitor, Assess, Optimize Modernize

Accountable STU CSU CSU CSU CSU

Prove business case and get
customer commitment to take
Objectives
engagement to production
Enable technical engagement Ensure planned value is continuously realized through successful Leverage production telemetry, Identify additional engagements,
implementation. Build, Deploy and development and operationalization support data and assessments workloads and opportunities for
operationalize V1 of the Ensure successful transition of the workload to support for continuous to continuously identify risks innovation
application maintenance and optimization and areas for improvement

OVERALL CONSUMPTION AND SUPPORT ORCHESTRATION

DESIGN SUCCESS ENGAGEMENT FURTHER ENGAGEMENT AS

EXECUTION REQUIRED
ARCH DESIGN

EXECUTION OF PROACTIVE PROGRAMS - MIP AND CUSTOM PROACTIVE

Key activities MVP/PoC

PLAN OPS SUPPORT HEALTH, READINESS, TECHNICAL RESOURCES ORCHESTRATION

STU

TECHNICAL GOVERNANCE TECHNICAL GOVERNANCE

FY21: Azure Success Engagement Flow
Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CSU CSU
Understand and align customers Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
business goals & priorities with solution assumed Technical/ Business customer commitment to take implementation  in the longer term and
Objectives Microsoft Cloud Solutions value to be realized through MVP engagement to production additional engagements or
workloads are identified

CONSUMPTION AND SUPPORT ORCHESTRATION

INSIGHTS INTENT PROVE TECH DESIGN DELIVER SUCCESS EXECUTION

Knowing Market Trends Tech Workshops-Demos Architecture Design Pre-Implementation Production/Live
Competitive Strategy
Identify stakeholders Address Competition Deliver the MVP
Tech/Scenario Priorities

Showcase the Possibilities

OPPORTUNITY
Key activities
Identify Opportunity
Account/resource Planning
Qualify Engagement
SCOPE PLAN Implementation Support and Health
Describe Biz. Value-Case
Agree Sol’n Requirements Implementation plan
Define Delivery Approach
Define Technical Scope Skills and Readiness Plan
Draft Ops & Support Plan
Refine Delivery Approach Finalize Ops & Support Plan Proactive Services

Refine Ops & Support Plan

TECHNICAL GOVERNANCE

Other Teams GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack

Understanding customer Project identified aligned to the Customer agrees to MVP Customer commits to Customer confirms value Success Engagement portfolio
Success criteria priorities, intent & business customer’s priorities & production  realization  management
for each stage value expectations Business/Technical value
expectations

Identified actionable customer Identified MVP Customer confirms Customer Acceptance of Ongoing solution and
Exit Criteria outcome(s) with a MS cloud budget/resource/scope/ Production Deployment operational health plan in place
solution sponsorship
CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

FY21 Azure Success Engagement Flow
Know Your
Customer
Accountable ATU
Understand and align customers
business goals & priorities with
Objectives
Microsoft Cloud Solutions
• Know the Industry Trends
• Identify key stakeholders and
their business Priorities
• Understand the Budgeting and
Procurement processes
• Account planning across
ATU/STU/CSU/MCS
• Align with ATU for account
planning & customer sponsors
to identify the prioritized
Specific
solutions (CSAM)
Engagement
Key activities
Other Teams
Understanding customer priorities,
Success criteria intent & business value
for each stage expectations
Exit Criteria
Envision
ATU
Drive strategic intent for a solution
• Align with the right
partner/MCS
• Understand Technical Priorities
• Identify Executive Sponsor and
budget
• Showcase the Possibilities within
a solution area (STU)
• Co-iterate DT journey with
customer (DA)
• Define customer Business Value
objectives and management
(DA)
• Draft solution and operational
health plan (CSAM/Support
Specialist)
GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack
Project identified aligned to the
customer’s priorities &
Business/Technical value
expectations
Identified actionable customer
outcome(s) with a MS cloud
solution
CONFIDENTIAL — FOR PLANNING PURPOSES ONLY
Validate
STU
Define business case with assumed
Technical/ Business value to be
realized through MVP
• Technical Briefing & Demo with
Partner/MCS
• Evaluate customer alternatives
and refine competitive strategy  production leveraging
• Gain commitment to prove the
business case through MVP
• Shape plans to address
customer need/ vision (AE)
• MCS/Partner - Initial solution
design and implementation plan
(AE, SE)
• Refine solution and operational
health plan with customer
sponsor (CSAM/Support
Specialist)
Customer agrees to MVP
Identified MVP
Commit
STU
Prove business case and get
customer commitment to take
engagement to production
• Architectural Design
Session (CSA)
• Delivery/accelerate of MVP into
Partners/MCS (CSA)
• Win technical decision & agree
to deployment plan including
partner/MCS, timeline,
deliverables, sizing and cost
• Finalize solution and operational
health plan (CSAM)
• Right size support agreement
(Support Specialist)
• Customer Technical Readiness
Plan (ATU)
• Consulting delivery plan with
customer sponsor (ADE or
partner)
• Orchestrate and confirm the
establishment of project team &
plan (CSAM)
Customer commits to production  Customer confirms value
Customer confirms
budget/resource/scope/
sponsorship
Onboard
CSU
Enable technical engagement
implementation  the longer term and additional
• Project implementation. Code
with customer to accelerate
project if required with
Partners/MCS (CSA)
• Enable Production grade
capabilities - cloud foundations,
resiliency, security, etc. (CSA)
• Project portfolio management
and governance for MCS (ADE)
• Execute customer learning and
Solution and Operational Health
plan (CSAM)
• Orchestrate customer delivery
governance and strategic
customer escalations & blockers
across 3 clouds (CSAM)
• Monitor progress against
Success Engagement milestones​
(CSAM)
realization  management
Customer Acceptance of
Production Deployment
STRATEGIC
Transactional CSA, 1+ Pinned
CSAM, 1+ Pinned CSA
Realize Value
CSU
Ensure planned value is realized in
engagements or workloads are
identified
• CSA continues to be technical
lead
• MIP based Optimization
recommendations -
architecture, performance, cost,
etc. (CSA/CE)
• Track & report on customer
Business Value realization
(CSAM)
• Orchestration of resources to
measure and realize value of
solution (CSAM)
Success Engagement portfolio
Ongoing solution and operational
health plan in place
 FY21 Azure Success Engagement Flow: Growth/Nurture/ACA
Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CSU CSU
Strategic • Account planning across • Alignment with Customer’s • Shape plans to address customer • Architectural Design Session (CSA) • Project implementation. Code with • MIP based Optimization
Customer ATU/STU/CSU, MCS implementation landscape need/ vision (AE) • Delivery/accelerate of MVP into customer to accelerate project if required recommendations -
• Pinned CSA • Align with ATU for account (CSAM) • MCS/Partner - Initial solution production leveraging Partners/MCS with Partners/Services (CSA) architecture, performance, cost,
• Pinned CSAM planning & customer • Co-iterate DT journey with design and implementation plan (CSA) • Enable Production grade capabilities - etc. (CE)
• Transactional CE sponsors to identify the customer (DA) (AE, SE) • Consulting delivery plan with customer cloud foundations, resiliency, security, etc. • Track & report on customer
• SE, ADE, DA prioritized solutions (CSAM) • Define customer Business • Refine solution and operational sponsor (ADE or Partner) (CSA) Business Value realization
(according to Value objectives and health plan with customer • Finalize solution and operational health • Remediate technical blockers (CSAM/CE) (CSAM)
coverage model) management (DA) sponsor (CSAM/Support plan (CSAM) • Execute customer learning and Solution • Orchestration of resources to
• Draft solution and operational Specialist) • Right size support agreement (Support and Operational Health plan (CSAM) measure and realize value of
health plan (CSAM/Support Specialist) • Project portfolio management and solution (CSAM)
Specialist) • Orchestrate and confirm the governance for MCS (ADE)
establishment of project team & plan • Orchestrate customer delivery governance
(CSAM) and strategic customer escalations &
blockers across 3 clouds (CSAM)
• Monitor progress against Success
Engagement milestones​(CSAM)

Major • Account planning across • Co-iterate DT journey with • Shape plans to address customer • If CSAM capacity not available, right size • Accountability of base activities inclusive • CSA takes all accountability of
Growth/Nurture ATU/STU/CSU, MCS (SE, customer (DA) need/ vision (AE, SE) support agreement (Support Specialist) of CSAM accountabilities. (CSA) base activities inclusive of CSAM
• Swarmed CSA ADE, DA) • Define customer Business • MCS/Partner - Initial solution • Governance – Lead CSAM/CSAM MGR • No CSAM/CE capacity accountabilities.
Shared CSAM • Align with ATU for account Value objectives and design and implementation plan to make CSAM available. Options: • Capacity not available, customer CSAM • No CSAM/CE capacity
• Dedicated CE planning & customer management (DA) (AE, SE) 1. Funding empowerment– empower purchase decision led by ATU/Support
• SE, ADE, DA sponsors to identify the • Draft solution and operational • Refine solution and operational CSAM MGR funding (support (CSAM)
(according to prioritized solutions (CSAM) health plan (CSAM/Support health plan with customer agreement vs other) • Project portfolio management and
coverage model) Specialist) sponsor (CSAM/Support 2. Fund for outside Support Agreement governance for MCS (ADE)
Specialist)
• Guiding Principle violation? • Execute customer learning and Solution
• Customer Risk increases if no CSAM and Operational Health plan (CSAM)
support • Orchestrate customer delivery governance
• ADE (or Partner) – consulting delivery and strategic customer escalations &
plan with customer sponsor blockers across 3 clouds (CSAM)
• Finalize solution and operational health • Monitor progress against Success
plan (CSAM) Engagement milestones​(CSAM)
• Orchestrate and confirm the
establishment of project team & plan
(CSAM)

ACA • Align with ATU for account • Identify/confirm delivery CONFIDENTIAL — FOR PLANNING PURPOSES ONLY • Limited orchestration of blockers if
FY21: Azure Consumption RASCI
Accountabilities
Phase Activities/Deliverables
Accountable Responsible Support Consult Inform
• Success Engagement creation in MSX*
• Define & drive strategic intent for a solution
AE ATS ADE, CSA, SE, DA, STU OCP
• Identify executive sponsor and budget
Envision • Align with delivery partner
• Showcase the possibilities within a solution area STU STU, DA, ATS CSAM, CSA, ADE - AE
• Draft Solution and Operational Health Plan CSAM CSAM, SSSP ADE, CSA, DA, SE CE AE, ATS
• Technical briefing & demo
ADE, CSAM, CSA, IE, OCP, MCS SSSP, SE,
• Evaluate & refine competitive strategy STU ATS, STU AE, ATS
Validate DA, CE
• Prove business case through PoC/MVP
• Refine solution & operational health plan with customer sponsor CSAM CSAM, SSSP ADE, CSA, DA, SE CE AE, ATS
• Architectural Design Sessions
CSA CSA, ADE, MCS SSSP CSAM, DA, CE, OCP, Partner delivery lead AE, ATS
• Delivery of MVP into production leveraging partners/MCS
• Define technical close requirements
• Win technical decision & agreement to deployment plan STU STU, CSAM, CSA, ADE CE, OCP AE, ATS
Commit • Right size support agreement
• Customer Technical Readiness Plan AE AE, ATS ADE, CSAM, CSA CE, DA
• Finalize solution & operational health plan w/ customer
CSAM CSAM, SSSP ADE, CSA, DA, SE, Partner delivery lead CE, OCP AE, ATS
• Orchestrate and confirm establishment of project team and plan
• Project implementation and enable production grade capabilities CSA CSA, CSAM, ADE IM+, CE AE, ATS
• Execute customer learning and solution & operational health plan
• Orchestrate customer delivery governance and strategic customer escalations &
CSAM CSAM, CSA, CE, ADE IM+ - AE, ATS
Onboard blockers across 3 clouds
• Monitor progress against Success Engagement milestones
• Technical Blocker Remediation CE CE, CSAM, CSA, IM+ ADE AE, ATS, DA
• Project portfolio management and governance for MCS ADE ADE, CSAM, MCS CSA, SE, DA AE, ATS
• Solution optimization and recommendation CSA CSA, CSAM, CE ADE DA AE, ATS
Realize Value • Track & report on customer Business Value Realization
CSAM CSAM, CSA CE, ADE, IM+ AE. ATS
• Orchestration of resources to measure and realize value of solution

*The accountable party is the AE, however CSAMs and ATS's have a shared responsibility to ensure the engagements are accurate and progressing. The CSAMs should not be opportunity owners on a Success Engagement, but
their role is to orchestrate the resources to achieve the desired outcome of the engagement.

CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

FY21: Modern Work Sales & Success Engagement Flow

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU/STU STU STU FastTrack CSU
Target customers and align Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
customers business goals & solution assumed Technical/ Business commitment to accept implementation  in the longer term and
Objectives
priorities with Cloud Solutions value to be realized deployment additional engagements or
workloads are identified
CONSUMPTION AND SUPPORT ORCHESTRATION

INSIGHTS INTENT PROVE TECH DESIGN DELIVER SUCCESS EXECUTION

Knowing Market Trends POCs, Workshops, Demos Architecture Design Pre-Implementation & Execute Customer
Consumption Strategy Deployment plan Success Plan
Key activities Identify stakeholders Customer Immersion Exp. Define closing reqs.
Tech/Scenario Priorities
Technical End User Adoption & Usage
Showcase Art of Possible Onboarding
OPPORTUNITY SCOPE PLAN
Describe Biz. Value-Case Enable business Outcomes
Identify Opportunity Define Customer outcomes Implementation & Remediate Technical
Consumption plan Blockers
Competitive Strategy Customer Health
Account Planning Define Technical Scope
Other Teams Teams TS, ATS, GBB, Teams Engineering, OCP,
SkillsConsulting Services,
and Readiness PlanFastTrack
Draft Ops & Support Plan
Qualify Engagement
Understanding customer Project aligned to the customer’s Define Delivery
Customer agrees toApproach
business Customer commits to accept Proactive
Users Customer
deployed Success
and onboarded Customer confirms value
Finalize Ops & Support Plan
Success criteria priorities, intent & business priorities & Business/Technical outcomes deployment realization
Refine Ops & Support Plan
for each stage value expectations value

Identified actionable customer
Exit Criteria outcome(s) with a MS cloud
solution
Customer Success Plan Customer confirms BUSINESS AND TECHNICAL
Customer Acceptance of GOVERNANCE
Ongoing solution and
completed budget/resource/scope/ Deployment operational health plan in place
sponsorship

FY21: Modern Work Sales & Success Engagement Flow
Know Your
Customer
Pre-Sales Accountable ATU
Target customers and align
customers business goals &
Objectives
priorities with Cloud Solutions
• Know the Industry Trends
• Identify key stakeholders and
their business Priorities
• Understand the Budgeting and • Identify Executive Sponsor and
Procurement processes
• Account planning across
ATU/STU/CSU, MCS (ADE, DA),
FT MWA
• Align with ATU for account
planning & customer sponsors •
to identify the prioritized
solutions (CSAM)
Key activities
Other Teams
Understanding customer
Success criteria for each stage priorities, intent & business
Post-Sales value expectations
Envision Validate
ATU/STU STU
Drive strategic intent for a Define business case with
solution assumed Technical/ Business
value to be realized
• Align with the right • Proof of concept, trials, demos • Define technical close
partner/Services (CE)
• Understand Technical Priorities • Build Cloud Management plan
(CE)
budget • Customer Immersion
Experience (CSM)
• Customer Envisioning
Workshop (STU, DA, FT MWA) • Teamwork Assessment CSM)
• Customer Consumption • Build Customer Success Plan
Strategy (CSM) (CSM)
Platform pre-sales workshops • Define customer outcomes
(CSM) (CSM)
• Customer Success Clinic (STU) • Define customer Business
• Co-iterate DT vision & journey Value objectives (DA)
with customer (DA) • Refine solution and
• BDM Workshops (CSM) operational health plan with
• Draft solution and operational customer sponsor
(CSAM/Support Specialist)
health plan (CSAM/Support
• Conduct Deployment
Specialist)
Workshop and create
deployment plan (FT MWA)
Teams TS, ATS, GBB, Teams Engineering, OCP, Consulting Services, FastTrack
Project aligned to the Customer agrees to business
customer’s priorities & outcomes
Business/Technical value
Identified actionable customer Customer Success Plan
Commit
STU
Prove business case and get
commitment to take
engagement to production
requirements
• Win technical decision and
agree to the deployment plan • Remediate technical blockers
W/partner/Svc, timeline,
deliverables, sizing and cost • Execute customer learning and
• Customer Technical Readiness
Plan (ATU)
• • Orchestrate customer delivery
Finalize solution and
operational health plan with
customer sponsor (CSAM)
• Right size support agreement
(Support Specialist)
• Consulting delivery plan with
customer sponsor (ADE or
Partner)  • Modern Work governance,
• Establish change management
approach with customer (CSM)
• Orchestrate and confirm the
establishment of project team
& plan (CSAM)
• Secure funding via ECIF
program (CSM)
Customer commits to
production  Customer E3 and E5 Healthy
Customer confirms
STRATEGIC
Base Assumptions
Transactional CE, 1+ Pinned CSAM,
1+ Pinned CSM, 1 Pinned ADE,
1 Pinned DA
Onboard Realize Value
FastTrack CSU
Enable technical engagement Ensure planned value is realized
implementation  in the longer term and additional
engagements or workloads are
identified
• Execute Deployment Plan (FT) • Enabling Remote Work and
• Technical end user onboarding Business Continuity
(FT) transformations (CSM)
• Leading Strategic Workloads:
(CE) Platform and Meetings (CSM)
• Execute Customer Success Plan,
Solution and Operational orchestrate resources to enable
Health plan (CSAM) Teams usage (CSM)
• MIP based Optimization
governance and strategic recommendations (architecture,
customer escalations & performance, etc.) (CSAM, CE)
blockers across 3 clouds
• Governance, delivery portfolio
(CSAM)
management for continuous
• Monitor progress against
adoption, inclusive of new
Success Engagement
applications (CSAM)
milestones​(CSAM)
• Track & report on customer
Business Value realization
ACM, and End User Training
(CSAM)
(CSM)
• Governance, delivery portfolio • Orchestration of resources to
management for MCS (ADE) measure and realize value of
• Technical Enablement (FT MWA) solution (CSAM)
• Conduct Quarterly Deployment • Extend solution usage (Apps
Review (FT MWA) & Integrations, Business
process automation, Adoption
& Change management) (CE)​
Users onboarded to production Customer confirms value
realization 
Customer Acceptance of Ongoing solution and
FY21: Modern Work Sales & Success Engagement Flow

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Pre-Sales Accountable ATU ATU/STU STU STU FastTrack CSU
Target customers and align Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is
customers business goals & solution assumed Technical/ Business commitment to take implementation  realized in the longer term
Objectives
priorities with Cloud value to be realized engagement to production and additional engagements
Solutions or workloads are identified
• CSM Swarmed in Major work similar to Strategic space covered on previous slide.
Major - CSM Swarmed • CSM Swarmed covers approx. top 3000 accounts

Major Growth/Nurture • Align with ATU for account • Confirm CSAM capacity for • Define customer Business • Finalize solution and • Execute Deployment Plan • Limited orchestration of
• No CSM (evaluating planning & customer engagement (AE/CSAM) Value objectives and operational health plan (FT, CE) blockers if capacity is
sponsors to identify the • Lead platform pre-sales management (STU) (CSAM) • Technical Enablement (FT available (CSAM)
scale CSM)
prioritized solutions workshops (STU) • Partner leads validate • If CSAM capacity not MWA) • Track & report on
• Shared CSAM
(CSAM) phase through Teams available, right size support customer Business Value
• Transactional CE • Draft solution and • Conduct Quarterly
• Account planning across Assessment, POC, etc. agreement (Support realization (CSAM)
• No ADE, DA operational health plan Deployment Review (FT
• Orchestration of resources
ATU/STU/CSU, MCS (ADE, (CSAM/Support Specialist) • Refine solution and Specialist) MWA)
• FT MWA for S2500 to measure and realize
DA), FT MWA • Customer Envisioning operational health plan • Orchestrate and confirm • Execute customer learning value of solution (CSAM)
Accounts
Workshop (STU, DA, FT with customer sponsor the establishment of and Solution and
MWA) (CSAM/Support Specialist) project team & plan Operational Health plan
• Conduct Deployment (CSAM) (CSAM)
Workshop and create • Orchestrate and confirm • Limited orchestration of
deployment plan (FT MWA) the establishment of blockers if capacity is
project team & plan available (CSAM)
Post-Sales (CSAM) • Monitor progress against
Success Engagement
milestones​(CSAM)

Accountable CSU CSU CSU CSU FastTrack CSU

CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

FY21: Microsoft 365 consumption
orchestration
All roles work together to drive Microsoft 365 success MW -S
DA
Customer Success Account Manager (CSAM) ADE

Accountable for Portfolio delivery within the context of the Support Agreements to drive solution PMM SE
and operational health.
Leads Solution and Operational Health planning, orchestration of technical delivery teams, and cross-
cloud solution oversight across Azure, Dynamics, and Microsoft 365. OCP AE
GBB

Customer Success Manager (CSM)

Accountable for Modern Work Customer Success driving adoption and usage resulting in value
realization. CE Sales
Mgmt.
Leads with Microsoft 365 Teams Meetings and Platform, and primarily engages BDMs as part of a
broader Modern Work strategy. 

Modern Work Architect (MWA) Commercial

Accountable for Modern Work technical vision, deployment, and usage resulting in value realization. 
Executive
Customer TS

Leads with Microsoft 365 E3 and E5 health and primarily engages ITDMs to build and execute the
deployment roadmap.  RSM
Function CSAM ATS
MCS
Security Cloud Solution Architect (CSA) (IM and
CMET)
SSSP

Accountable for depth Identity usage and drives the virtuous upsell for the security portfolio in key
accounts in D7 and Western Europe areas.  Support Security
Leads with Azure AD (Identity) and primarily engages IT. SSP CSA

Customer Engineer (CE) MW CSM CSE

Delivers on specific support offers and activities to support customer outcomes and consumption.
FastTrack MWA
Engages with IT.

FastTrack Managers and Engineers (FM and FE) Primary Microsoft 365
consumption roles
Delivers on-demand onboarding for Microsoft 365 workloads. Engages with IT.
Not all roles are depicted
FY21: Modern Work Consumption RASCI
Accountabilities
Area Activities/Deliverables
Accountable Responsible Support Consult Inform
• Success Engagement creation*
• Define & drive strategic intent for a solution
AE ATS ADE, CSAM, CSM, SE, DA, STU OCP, MWA
• Identify executive sponsor and budget
• Align with delivery partner

Envision • Customer Envisioning Workshop

STU STU, DA, ATS CSAM, CSM, ADE, MWA - AE
• Customer Success Clinic
• Customer Consumption Strategy
CSM CSM, STU CSAM, ADE, MWA, DA CE
• Platform pre-sales workshops & BDM workshops
• Draft Solution and Operational Health Plan CSAM CSAM, SSSP ADE, CSM, DA, MWA, SE CE AE, ATS
• Technical briefing & demo
ADE, CSAM, CSM, IE, OCP, MCS SSSP, SE,
• Evaluate & refine competitive strategy STU ATS, STU MWA AE, ATS
DA, CE
• Prove business case through PoC/MVP
• Customer Immersion Experience
Validate • Teamwork Assessment
CSM CSM, STU CSAM, ADE, ATS, MWA, DA - AE, ATS
• Build Customer Success Plan
• Define Customer Outcomes
• Conduct Deployment Workshop and create deployment plan MWA MWA CSM, CSAM, STU, AE, ATS OCP -
• Refine solution & operational health plan with customer sponsor CSAM CSAM, SSSP ADE, CSM, DA, MWA, SE CE AE, ATS
• Define technical close requirements
• Win technical decision & agreement to deployment plan STU STU, CSAM, CSM, ADE, MWA CE, OCP AE, ATS
• Right size support agreement

Commit • Customer Technical Readiness Plan AE AE, ATS ADE, CSAM, MWA CE, DA
• Establish change management approach w/ customer CSM CSM, CSAM ADE, MWA, CE DA
• Finalize solution & operational health plan w/ customer ADE, CSM, DA, MWA, SE, Partner delivery
CSAM CSAM, SSSP CE, OCP AE, ATS
• Orchestrate and confirm establishment of project team and plan lead
• Execute Deployment Plan CSAM, CSM, CE, ADE, IM+, Partner delivery
FastTrack MWA - AE, ATS
• Technical end user onboarding lead
• Execute customer learning and solution & operational health plan
• Orchestrate customer delivery governance and strategic customer escalations & blockers
CSAM CSAM, CSM, CE, ADE IM+, MWA - AE, ATS
across 3 clouds
Onboard
• Monitor progress against Success Engagement milestones
• Conduct Quarterly Deployment Reviews MWA MWA CSM, CSAM, CE, ADE AE, ATS
• Technical Blocker Remediation CE CE, CSAM, IM+ CSM, ADE AE, ATS, DA
• Modern Work governance, ACM, and end user training CSM CSM, CSAM, CE, ADE
• Enable Remote Work & Business Continuity transformation
• Lead strategic workloads: Platform and Meetings CSM CSM, CSAM, MWA ADE, CE AE, ATS
• Execute Customer Success Plan
Realize Value • party
*The accountable is optimization
Solution the AE, however
planningCSAMs and ATS's have a shared responsibility to ensure the engagements are accurate and progressing. The CSAMs should not be opportunity owners on a Success Engagement, but
& recommendations
their role is to orchestrate
• Governance,thedelivery
resources to achieve
portfolio the desired outcome of the engagement.
management
CSAM CSAM, CSM CONFIDENTIAL — FOR PLANNING
MWA, CE, ADE, IM+PURPOSES ONLY AE. ATS
FY21: Business Applications Sales & Success Engagement Flow
(First workload)

Prospect Inspire Design Empower Achieve Onboard Realize Value

Accountable ATU ATU/STU STU STU STU CSU CSU

Build strategic account plan;
Get customer to agree to a
Objectives
Catalyst engagement plan
Discover; Co-envision a Show business value, and Demonstrate solution to key Finalize proposal and build Enable implementation success Ensure planned value is realized in
future state of solution for align tech investments to customer decision makers Transformation Plan and organizational readiness the longer term and additional
business business goals engagements or workloads are
identified

CONSUMPTION AND SUPPORT ORCHESTRATION

Key activities BUSINESS VALUE SOLUTION

INSIGHTS
ASSESSMENT DEMONSTRATOIN

Other Teams GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack, Downstream CSM
OPPORTUNITY ENVISION DELIVER SUCCESS EXECUTION
Customer agrees to engage Successful Envisioning Strong business case and BDM sponsors see and are Agreement on deal terms Users onboarded into production Customer confirms value
Success criteria
in a Catalyst Journey leading to current and future Technical feasibility of the able to show others the and contract signed Organization ready for change realization
for each stage
opportunities solution confirmed value of the solution

5x5 BDM commitment to Envisioning Workshop BVA and Solution SOLUTION

Tailored, customer-specific Contract signed and hand- Customer Acceptance of Ongoing solution and operational
Exit Criteria participate in Envisioning summary documented and Assessment complete ASSESSMENT
and demo complete
DEALoffCRAFTING
to CSU complete Production Deployment health plan in place
Workshop shared with customer presented to the customer

BUSINESS AND TECHNICAL GOVERNANCE

CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

FY21: Business Applications Sales & Success Engagement Flow STRATEGIC

(First workload) Transactional CE, 1+ Pinned CSAM,

1+ Pinned CSM, 1 Pinned ADE,
1 Pinned DA

Prospect Inspire Design Empower Achieve Onboard Realize Value

Accountable ATU ATU/STU STU STU STU CSU CSU

Build strategic account plan;
Get customer to agree to a
Objectives
Catalyst engagement plan
Discover; Co-envision a Show business value, and Demonstrate solution to key Finalize proposal and build Enable implementation success Ensure planned value is realized in
future state of solution for align tech investments to customer decision makers Transformation Plan and organizational readiness the longer term and additional
business business goals engagements or workloads are
identified

CONSUMPTION AND SUPPORT ORCHESTRATION

INSIGHTS ENVISION BUSINESS VALUE SOLUTION DELIVER SUCCESS EXECUTION

Knowing Market Trends
Identify Customer Priorities
Identify stakeholders
Identify Buying Committee
Identify Partner
Key activities OPPORTUNITY
Co-envision future state of
Identify Opportunity
business
Account Planning
Co-envision solution
Proactive Business Value options to achieve
Insights Proposal business transformation
Draft Ops & Support Plan
ASSESSMENT
Quantify Business Value
SOLUTION ASSESSMENT
Define Customer outcomes
Gap Analysis
Reference Architecture
Deployment Roadmap
Refine Ops & Support Plan
DEMONSTRATION
Execute Deployment Plan Execute Customer
Demo Factory Success Plan
Assess org maturity &
finalized Success Plan Adoption & Usage
DEAL CRAFTING Remediate Technical Maintain Customer Health
‘Good, Better, Best’ deal Blockers
options Innovation & Expansion
Onboard & ready end-
Value economics for each users
option – benefits vs Cost
Customer proposal
Proactive Customer Success
Close Plan
Finalize Ops & Support Plan

Other Teams BUSINESS

GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack, Downstream CSMAND TECHNICAL GOVERNANCE

Customer agrees to engage Successful Envisioning Strong business case and BDM sponsors see and are Agreement on deal terms Users onboarded into production Customer confirms value
Success criteria
in a Catalyst Journey leading to current and future Technical feasibility of the able to show others the and contract signed Organization ready for change realization 
for each stage
opportunities solution confirmed value of the solution

5x5 BDM commitment to Envisioning Workshop BVA and Solution Tailored, customer-specific Contract signed and hand- Customer Acceptance of Ongoing solution and operational
Exit Criteria participate in Envisioning summary documented and Assessment complete and demo complete off to CSU complete Production Deployment health plan in place
Workshop shared with customer presented to the customer

CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

 FY21: Business Applications Sales & Success Engagement Flow
(First workload)
Prospect
Accountable ATU
Build strategic account plan;
Objectives Get customer agree to a
Catalyst engagement plan
• Know the Industry Trends
• Identify key stakeholders
and their business
Priorities
• Understand the Budgeting
and Procurement
processes
• Account planning across
ATU/STU/CSU/MCS
• Align with ATU for
account planning &
customer sponsors to
identify the prioritized
Key activities
solutions (CSAM)
• Proactive Business Value
Proposal to get customer
to engage with us on a
Catalyst journey
Other Teams
Customer agrees to engage
Success criteria
in a Catalyst Journey
for each stage
Inspire
ATU/STU
Discover; Co-envision a
future state of solution for
business
• Envisioning Workshop
• Identify 5x5 BDM matrix
(clarity on Buying
Committee)
• Identify the right, co-sell
prioritized partner
• Document outputs of
Envisioning Workshop
Successful Envisioning
leading to current and future Technical feasibility of the
opportunities
STRATEGIC
Transactional CE, 1+ Pinned CSAM,
1+ Pinned CSM, 1 Pinned ADE,
1 Pinned DA
Design Empower Achieve Onboard Realize Value
STU STU STU CSU CSU
Show business value, and Demonstrate solution to key Finalize proposal and build Enable implementation success Ensure planned value is realized in
align tech investments to customer decision makers Transformation Plan and organizational readiness the longer term and additional
business goals workloads are identified
• Business Value and • Solution Demonstration • Deal Crafting • Success Plan, Go-live • Innovation & Expansion
Technical Assessment • Do a customer-specific,• Present more than one option implementation • Conclude Customer Success Plan,
• Financially quantify the tailored demonstration for MS commercial / licensing • Assess customer orchestrate end-user adoption
business value of the that shows the value of terms with the goal to drive deal organizational maturity to (CSM)
proposed solution against the complete solution that
expansion and expedite closure identify risks/gaps in • Ongoing architectural guidance
key KPIs/ business we are proposing; Ensure business value path (CSM)
• Craft a deal that shows the full (CE)
outcomes. Get to a board- storyboard clearly • Finalize and execute
cost (licensing + services) • Remediate technical blocker (CE)
ready business case demonstrated the Customer Success Plan,
alongside Business Value • Benchmark customer value
(STU/DA) Business Value assessed including adoption and
assessed, so ROI/LTV of the realization relative to
and presented in the change management (CSM)
• Assess technical feasibility project is clear industry/peers (CSM)
previous phase. • Execute Deployment Plan
of the solution, including • Create and share E2E Customer
(Partner accountable, CE/FTC • Identify expansion opportunities &
high level phasing plan. • Refine solution and Proposal (Transformation Plan)
responsible to assist) quantify business value (CSM)
Get to SoW that outlines operational health plan incl licensing, services SoW. (STU,
• Execute customer learning • Support continuous innovation,
services cost of solution with customer sponsor SE/ADE)
and Solution and Operational expansion (CE)
implementation. (CSAM/Support Specialist) • Create change management
Health plan (CSAM) • MIP-based optimization/tuning
• Draft solution and approach and integrated
• Orchestrate customer recommendations (architecture,
operational health plan implementation plan (CSM) delivery governance and performance, cost, etc.) (CSAM, CE)
(CSAM/Support Specialist) • Finalize solution and operational strategic customer • Governance, delivery portfolio
health plan with customer escalations & blockers across
mgmt for continuous adoption,
sponsor (CSAM) 3 clouds (CSAM)
and operational health (CSAM)
• Right size support agreement • Monitor progress against
• Track & report on customer
(Support Specialist) Success Engagement
Business Value realization (CSAM)
milestones​(CSAM)
• Orchestrate and confirm the • Orchestration of resources to
• Governance, delivery
establishment of project team & measure and realize value of
portfolio management for
plan (CSAM) solution (CSAM)
MCS (ADE)
GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack
Strong business case and BDM sponsors see and are Agreement on deal terms and Users onboarded into Customer confirms value realization 
able to show others the contract signed production
solution confirmed value of the solution Organization ready for change
CONFIDENTIAL — FOR PLANNING PURPOSES ONLY
 FY21: Business Applications Sales & Success Engagement Flow
(First workload)
Prospect Inspire Design Empower Achieve Onboard Realize Value

Accountable ATU ATU/STU STU STU STU CSU CSU

Build strategic account plan;
Get customer agree to a
Objectives
Catalyst engagement plan
Discover; Co-envision a Show business value, and Demonstrate solution to key Finalize proposal and build Enable implementation success Ensure planned value is realized in
future state of solution for align tech investments to customer decision makers Transformation Plan and organizational readiness the longer term and additional
business business goals engagements or workloads are
identified

Major – CSM
• Pinned or • CSM work in Major is similar to Strategic space covered on previous slide
Swarmed
• Align with ATU for • Confirm CSAM capacity • If CSAM capacity not • Refine solution and • Finalize solution and • Foundational change • Limited orchestration of
account planning & for engagement between available, customer right operational health plan operational health plan management plan (CE) blockers if capacity is available
customer sponsors to AE/CSAM size on Support decision with customer sponsor (CSAM) • Execute Deployment Plan, incl (CSAM)
identify the prioritized led by ATU/STU (CSAM/Support Specialist) • Right size support providing general end-user • Track & report on customer
Strategic, Major, solutions (CSAM) • Draft solution and agreement (Support training and adoption materials Business Value realization
Growth/Nurture operational health plan Specialist) (FT, Partner, CE) (CSAM)
where: (CSAM/Support Specialist) • Orchestrate and confirm • Execute customer learning and • Orchestration of resources to
• No CSM Solution and Operational Health measure and realize value of
the establishment of
• Shared CSAM plan (CSAM) solution (CSAM)
project team & plan
• Transactional CE • Limited orchestration of
(CSAM)
• No ADE, DA blockers if capacity is available
(CSAM)
• Monitor progress against
Success Engagement milestones​
(CSAM)

CONFIDENTIAL — FOR PLANNING PURPOSES ONLY

FY21: Business Applications Consumption RASCI
Accountabilities
Area Activities/Deliverables
Accountable Responsible Support Consult Inform
• Success Engagement creation*
AE AE, ATS, STU ADE, CSM, SE, DA, OCP
Inspire • Identify co-sell prioritized partner
• Envisioning Workshop STU STU, DA, ATS CSAM, CSM, ADE - AE
• Business Value and Technical Assessment STU STU, DA, ATS AE, CSAM, CSM, ADE -
Design
• Draft Solution and Operational Health Plan CSAM CSAM, SSSP ADE, CSM, DA, SE CE AE, ATS
• Solution Demonstration ADE, CSAM, CSM, IE, OCP, MCS SSSP, SE,
STU ATS, STU AE, ATS
Empower • Evaluate & refine competitive strategy DA, CE
• Refine solution & operational health plan with customer sponsor CSAM CSAM, SSSP ADE, CSM, DA, SE CE AE, ATS
• Deal Crafting
• Create and share E2E customer proposal (Transformation Plan) incl. licensing,
MCS SOW STU STU, CSAM, CSM, ADE, SE CE, OCP AE, ATS
• Win technical decision & agreement to deployment plan
Achieve • Right size support agreement
• Create change management approach and integrated implementation plan  CSM CSM, CSAM ADE, CE DA
• Finalize solution & operational health plan w/ customer
CSAM CSAM, SSSP ADE, CSM, DA, SE, Partner delivery lead CE, OCP AE, ATS
• Orchestrate and confirm establishment of project team and plan
• Assess customer organizational maturity to identify risks/gaps in business value
path
CSM CSM CSAM, CE, ADE, DA AE, ATS
• Finalize and execute Customer Success Plan, including adoption and change
management
• Execute Deployment Plan Partner Partner, CE, FT CSM, CSAM, ADE, DA, IM+ AE, ATS
Onboard • Execute customer learning and solution & operational health plan
• Orchestrate customer delivery governance and strategic customer escalations &
CSAM CSAM, CSM, CE, ADE IM+ - AE, ATS
blockers across 3 clouds
• Monitor progress against Success Engagement milestones
• Technical Blocker Remediation CE CE, CSAM, CSM, IM+ ADE AE, ATS, DA
• Project portfolio management and governance for MCS ADE ADE, CSAM, MCS CSM, SE, DA AE, ATS
• Conclude Customer Success Plan, orchestrate end-user adoption
• Benchmark customer value realization relative to industry/peers CSM CSM, CSAM, CE ADE DA AE, ATS
Realize Value • Identify expansion opportunities & quantify business value
*The accountable• party
Trackis&the AE, on
report however CSAMs
customer and Value
Business ATS's Realization
have a shared responsibility to ensure the engagements are accurate and progressing. The CSAMs should not be opportunity owners on a Success Engagement, but
their role is to orchestrate the resources to achieve the desired outcome ofsolution
the engagement. CSAM CSAM, CSA CE, ADE, IM+ AE. ATS
• Orchestration of resources to measure and realize value of CONFIDENTIAL — FOR PLANNING PURPOSES ONLY
Customer Examples – Success Engagement Motions
FY21: Azure Success Engagement Flow
Role # Alias Hrs Modality
Mouhamm,
TAM 2 557 Pinned
paveltu
Customer Example - Emirates CE
CSA
9
2
Multiple
Roelf, Fabrice
932/984 Pooled
-- 1 Pinned, 1 Swarmed
CSM 1 mourad -- Pinned

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CS CS
Understand and align customers Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
business goals & priorities with solution assumed Technical/ Business customer commitment to take implementation  in the longer term and
Objectives
Microsoft Cloud Solutions value to be realized through MVP engagement to production additional engagements or
workloads are identified

Tech CONSUMPTION AND SUPPORT ORCHESTRATION

STU DESIGN DELIVER SUCCESS EXECUTION

INSIGHTS PROVE TECH ARCH DESIGN

MVP/PoC
Key activities
OPPORTUNITY INTENT ATU PROACTIVE IP PROACTIVE IP

SCOPE STU
PLAN STU OPS SUPPORT HEALTH & READINESS

Business TECHNICAL GOVERNANCE

Other Teams GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack

Understanding customer Project identified aligned to the Customer agrees to MVP Customer commits to Customer confirms value Success Engagement portfolio
Success criteria priorities, intent & business customer’s priorities & production  realization  management
for each stage value expectations Business/Technical value
expectations

Identified actionable customer Identified MVP Customer confirms Customer Acceptance of Ongoing solution and
Exit Criteria outcome(s) with a MS cloud budget/resource/scope/ Production Deployment operational health plan in place
solution sponsorship

Pinned Pinned
Pinned CSA Swarmed CSA 9 x Swarmed CE CONFIDENTIAL — FOR PLANNING PURPOSES ONLY
CSAM CSAM
FY21: Modern Work Success Engagement Flow
Role # Alias Hrs Modality
Mouhamm,
TAM 2 557 Pinned
paveltu
Sample approach with Emirates (Pre-Sales) CE
CSA
9
2
Multiple
Roelf, Fabrice
932/984 Pooled
-- 1 Pinned, 1 Swarmed
CSM 1 mourad -- Pinned

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CS CS
Target customers and align Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
customers business goals & solution assumed Technical/ Business commitment to take implementation  in the longer term and
Objectives
priorities with Cloud Solutions value to be realized engagement to production additional engagements or
workloads are identified

Tech CONSUMPTION AND SUPPORT ORCHESTRATION

STU DESIGN DELIVER FTC SUCCESS EXECUTION

INSIGHTS PROVE TECH STU ARCH DESIGN

DEFINE CLOSING REQS.

Key activities
OPPORTUNITY INTENT ATU PROACTIVE SERVICES PROACTIVE SERVICES

SCOPE STU
PLAN OPS SUPPORT HEALTH & READINESS

ACM
Business
Other Teams Teams TS, ATS, GBB, Teams Engineering, OCP, Consulting Services, FastTrackBUSINESS AND TECHNICAL GOVERNANCE

Understanding customer Project aligned to the customer’s Customer agrees to business Customer commits to Users onboarded to production Customer confirms value
Success criteria priorities, intent & business priorities & Business/Technical outcomes production  realization 
for each stage value expectations value

Identified actionable customer Customer Success Plan Customer confirms Customer Acceptance of Ongoing solution and
Exit Criteria outcome(s) with a MS cloud completed budget/resource/scope/ Production Deployment operational health plan in place
solution sponsorship

Pinned Pinned
Pinned CSM 9 x Swarmed CE
CSAM CSAM CONFIDENTIAL — FOR PLANNING PURPOSES ONLY
FY21: Modern Work Success Engagement Flow
Role # Alias Hrs Modality
Mouhamm,
TAM 2 557 Pinned
paveltu
Sample approach with Emirates (Post-Sales) CE
CSA
9
2
Multiple
Roelf, Fabrice
932/984 Pooled
-- 1 Pinned, 1 Swarmed
CSM 1 mourad -- Pinned

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CS CS
Target customers and align Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
customers business goals & solution assumed Technical/ Business commitment to take implementation  in the longer term and
Objectives
priorities with Cloud Solutions value to be realized engagement to production additional engagements or
workloads are identified

Tech CONSUMPTION AND SUPPORT ORCHESTRATION

STU DESIGN DELIVER FTC SUCCESS EXECUTION

INSIGHTS PROVE TECH ARCH DESIGN

DEFINE CLOSING REQS.

Key activities
OPPORTUNITY INTENT PROACTIVE SERVICES PROACTIVE SERVICES

SCOPE PLAN OPS SUPPORT HEALTH & READINESS

ACM
Business
Other Teams Teams TS, ATS, GBB, Teams Engineering, OCP, Consulting Services, FastTrackBUSINESS AND TECHNICAL GOVERNANCE

Understanding customer Project aligned to the customer’s Customer agrees to business Customer commits to Users onboarded to production Customer confirms value
Success criteria priorities, intent & business priorities & Business/Technical outcomes production  realization
for each stage value expectations value

Identified actionable customer Customer Success Plan Customer confirms Customer Acceptance of Ongoing solution and
Exit Criteria outcome(s) with a MS cloud completed budget/resource/scope/ Production Deployment operational health plan in place
solution sponsorship

Glossary * Portfolio management of prioritized deliveries of consumption and support

Pinned Pinned
Pinned CSM 9 x Swarmed CE engagements across 3 clouds
CSAM CSAM CONFIDENTIAL — FOR PLANNING PURPOSES ONLY
FY21: Azure Success Engagement Orchestration Flow
Role # Alias Hrs Modality
TAM 1 ASBRADY ? Shared
CE 0 -- -- None
Customer Example - Subway CSA
CSM
1
0
--
--
?
--
Swarmed
None

Know Your
Envision Validate Commit Onboard Realize Value
Customer
Accountable ATU ATU STU STU CS CS
Understand and align customers Drive strategic intent for a Define business case with Prove business case and get Enable technical engagement Ensure planned value is realized
business goals & priorities with solution assumed Technical/ Business customer commitment to take implementation  in the longer term and
Objectives
Microsoft Cloud Solutions value to be realized through MVP engagement to production additional engagements or
workloads are identified

Tech CONSUMPTION AND SUPPORT ORCHESTRATION

DESIGN DELIVER SUCCESS EXECUTION

INSIGHTS PROVE TECH ARCH DESIGN

STU

MVP/PoC
Key activities
OPPORTUNITY INTENT ATU PROACTIVE IP PROACTIVE IP

SCOPE STU
PLAN STU OPS SUPPORT HEALTH & READINESS

Business TECHNICAL GOVERNANCE

Other Teams GBB, Commercial Software Engineering, OCP, Consulting Services, FastTrack

Understanding customer Project identified aligned to the Customer agrees to MVP Customer commits to Customer confirms value Success Engagement portfolio
Success criteria priorities, intent & business customer’s priorities & production  realization  management
for each stage value expectations Business/Technical value
expectations

Identified actionable customer Identified MVP Customer confirms Customer Acceptance of Ongoing solution and
Exit Criteria outcome(s) with a MS cloud budget/resource/scope/ Production Deployment operational health plan in place
solution sponsorship

Swarmed CSA Shared CSAM Big

Small
person
person CONFIDENTIAL — FOR PLANNING PURPOSES ONLY