Customer Success Account Manager
Overview
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
At Microsoft, ourCustomer Successteam has the missionto empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture.
Are youthe technology professionalthat hasCustomer Centricity and Consumption & Usageblood running in your veins? Do you want to be that key person that helps our moreEnterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?Come joinour CSU teamand help us build a future where customers achieve their business outcomes faster with technology that does more.
As aCustomer Success Account Manager (CSAM), youwill bethe primaryConsumption, Usage and Deliverybusinessleaderand a partner for our customers, empowering them to achieve more by accelerating their value realization across ourcloudplatforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post salesconsumption, usageand support orchestration across the Microsoft ecosystem to align the right resources at the right time to achieve customer business outcomes.Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
Qualifications
Required/Minimum Qualifications:
- Bachelor’s Degree in Information Technology, Computer Science,Business,or related field And 8+ years customer success,area sales management,solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Master’s Degree in Information Technology, Computer Science or Business related field, or related field AND 6+ years customer success,area sales management,solution delivery, practice management, customer-facing consulting, or portfolio management experience
Additional or Preferred Qualifications:
- Bachelor’s Degree in Information Technology, Computer Science,Businessor related field AND 12+ years customer success,area sales management,solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Master’s Degree in Information Technology, Computer Science,Business, or related field AND 10+ years customer success,area sales management,solution delivery, practice management, customer-facing consulting, or portfolio management experience
Responsibilities
Customer Relationship Management
- Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders. Expands and holds accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
- Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and coaches others to communicate effectively in business value conversations.
- Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer priorities with shared accountability for the creation of shared customer account plans to support customer objectives specific to thecustomer’s business transformation programs and common to the industry. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. Shares industry trends with customers in terms of Microsoft current practices for their industry.
Technical Relevance
- Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to expand upon and accelerate customer needs and priorities. Leverages deep foundational industry, technical expertise, and visionary mindset to enable customer success. Articulates cross-cloud technology, solutions, and services in a compelling way to internal and external stakeholders. Evangelizes Microsoft’s position in the customers’ cloud technology marketplace against competitors. Leverages understanding of the customer’s technology platform and Microsoft’s technology roadmap to enable customer digital transformation.
Customer Success Leadership
- Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Embraces the organizational and customer success strategy to maximize customer’s investments and value. Drives and agrees upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customer’s goals and objectives. Drives account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.
- In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages, improves upon, and streamline Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Proactively anticipates, identifies, and mitigates customer blockers and risks by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.
- Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, ensure delivery on and continuously refine Customer Success Plans (CSPs), and identify opportunities for consumption optimization. Holds accountability for identified consumption milestones and their completion. Partners with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute CSPs to meet them in order to manage consumption holistically across the entire portfolio. Proactively drives business growth strategies.
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