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Foundations of Account Management

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Foundations of Account Management

This course is part of Microsoft Account Manager with Generative AI Professional Certificate

Instructor: Microsoft

1,815 already enrolled

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4 modules

Gain insight into a topic and learn the fundamentals.

Advanced level

Recommended experience

2 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

Advanced level

Recommended experience

2 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

Skills you'll gain

Tools you'll learn

Productivity Software

Details to know

Shareable certificate

Add to your LinkedIn profile

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This course is part of the Microsoft Account Manager with Generative AI Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate from Microsoft

There are 4 modules in this course

This foundational course sets the stage for mastering sales in the modern era by combining traditional techniques with cutting-edge AI tools. Participants will dive into the essentials of the sales process, starting with an exploration of basic sales principles, including identification of sales stages, channels, and approaches. The integration of Microsoft Copilot will be introduced as a transformative digital workflow partner that augments these traditional steps. Participants will learn to map sales processes manually and then use Copilot to enhance efficiency, comparing both methods to understand where AI adds the most value. Learners will also be introduced to communication techniques crucial for sales success, employing AI to enhance verbal and non-verbal communication skills. Personalized content creation becomes a focal point, as participants leverage AI to craft unique sales messages tailored to customer needs. Through various activities, learners will construct a foundational understanding of how AI can streamline sales operations, preparing them for more advanced applications in later courses.

Module details

Administrative and Clerical Competencies introduces learners to the fundamental administrative and organizational skills required for successful account management. Students will develop competencies in digital file management, professional scheduling practices, and strategic business thinking while leveraging Microsoft Copilot to enhance productivity and streamline workflows. Through hands-on activities and practical applications, learners will build the foundational skills necessary for managing customer interactions, organizing information systems, and applying business acumen to support account management excellence.

What's included

7 videos4 readings7 assignments

7 videosTotal 33 minutes

Building Your Foundation in Account Management3 minutes
Why Digital Organization Matters in Account Management4 minutes
Creating an Efficient Filing System in SharePoint5 minutes
The Cost of Poor Scheduling 2 minutes
Mastering Microsoft Outlook for Appointment Management6 minutes
Business Acumen in Action6 minutes
Strategic Planning with Microsoft Word and Copilot7 minutes

4 readingsTotal 40 minutes

Launching Your Career in Account Management10 minutes
Fundamentals of Digital File Management10 minutes
Appointment Management for Account Managers 10 minutes
Business Fundamentals for Account Managers10 minutes

7 assignmentsTotal 165 minutes

Administrative and Clerical Competencies Assessment30 minutes
Build Your Digital Filing System25 minutes
File Management Fundamentals20 minutes
Schedule Mock Client Appointments25 minutes
Scheduling Mastery20 minutes
Develop a Strategic Resource Plan25 minutes
Business Strategy Basics20 minutes

Communication Skills for Account Managers develops essential communication competencies that enable account managers to build strong client relationships, manage customer inquiries effectively, and create strategic engagement plans across multiple communication channels. Students will master both oral and written communication techniques while leveraging Microsoft Copilot to enhance message clarity, generate professional responses, and optimize client interaction strategies. Through practical exercises and real-world applications, learners will develop the communication excellence that distinguishes exceptional account managers.

What's included

8 videos3 readings7 assignments

8 videosTotal 40 minutes

Communication That Builds Relationships6 minutes
Conducting Professional Virtual Meetings – Part 14 minutes
Conducting Professional Virtual Meetings – Part 24 minutes
Turning Inquiries into Opportunities4 minutes
Using CRM for Customer Inquiry Management7 minutes
Strategic Customer Engagement5 minutes
Building Contact Plans with Microsoft Teams – Part 15 minutes
Building Contact Plans with Microsoft Teams – Part 25 minutes

3 readingsTotal 70 minutes

Mastering Professional Communication30 minutes
Excellence in Customer Inquiry Management30 minutes
Multi-Channel Customer Engagement Strategy10 minutes

7 assignmentsTotal 165 minutes

Communication Skills Assessment30 minutes
Client Communication Role-Play25 minutes
Communication Excellence20 minutes
Process Customer Inquiries25 minutes
Inquiry Management Mastery20 minutes
Develop a Customer Contact Strategy25 minutes
Customer Contact Strategy20 minutes

Utilizing Productivity Tools explores how productivity tools and generative AI can transform account management efficiency and service quality. Students will develop proficiency with essential software applications, learn workflow optimization techniques, and discover practical AI applications that enhance their professional capabilities while maintaining human oversight and critical thinking.

What's included

7 videos3 readings7 assignments

7 videosTotal 32 minutes

Technology as a Competitive Advantage4 minutes
Collaborative Document Creation – Part 14 minutes
Collaborative Document Creation – Part 25 minutes
Data-Driven Account Management4 minutes
Process Analysis and Improvement Techniques7 minutes
AI as Your Account Management Assistant3 minutes
Getting Started with Microsoft Copilot6 minutes

3 readingsTotal 30 minutes

Essential Productivity Software for Account Managers10 minutes
Workflow Optimization for Account Management Processes10 minutes
Using Generative AI and Microsoft Copilot in Account Management10 minutes

7 assignmentsTotal 165 minutes

Productivity Tools and AI Assessment30 minutes
Create Collaborative Client Documents25 minutes
Productivity Tools Proficiency20 minutes
Optimize Office Workflows25 minutes
Workflow Optimization20 minutes
AI-Assisted Business Challenge Resolution25 minutes
AI Tools Fundamentals20 minutes

Foundations of Customer Service introduces essential customer service principles and relationship-building techniques that form the foundation of successful account management. Students will explore core service excellence philosophies, systematic approaches to building lasting client relationships, and problem-solving methodologies that transform challenges into opportunities for strengthening partnerships. Through practical applications and AI-assisted tools, learners will develop skills in creating service standards, managing difficult situations professionally, and building authentic professional relationships that drive long-term account success.