Customer Success Account Mgmt

About This Role

Overview With over 17,000 employees worldwide, the mission of Microsoft’s Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Are you the tech-savvy, cloud loving person that has Cloud and IT Service Management blood running in their veins? Do you want to be that key person that helps our strategic enterprise customers to achieve the most with Microsoft products and services? Do you get your energy from helping your customers succeed in making their transformational cloud projects real?

As Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

The CSAM role in the Customer Success Unit at Microsoft will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

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.

Responsibilities As a CSAM your key areas of responsibility will be:

Customer Relationship Management

• You will nurture, establish, and expand relationships with key C-level customer stakeholders to enable clear understanding of customer priorities and goals to align quality solution planning, delivery execution and governance.

Customer Success Leadership – Consumption Leadership

• De-risk and accelerate the delivery of Microsoft solutions and take ownership of team orchestration and coordination that accelerates production level consumption and customer adoption across cloud. Ensure there is alignment to top customer priorities to help our customers get value from their Microsoft investments and leverage support agreement to achieve their goals.

Customer Success Leadership – Customer Strategy and Growth

• Engages with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
• Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.

Customer Success leadership - Delivery and program management

• Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.

Customer Success Leadership - Customer Health

• You will identify and assess customers’ critical services across our cloud platforms and work with customers to ensure that these services are healthy and resilient.

Technical Relevance

• Develop technical competency across a breadth of Solution areas which supports customer advice, connecting their business goals to Microsoft solutions.

Qualifications

• Experience in Aviation or Retail industry
• Bachelor’s degree in business, IT, Computer Science, or related field
• Several years' experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management
• Experience in relevant Microsoft solutions

Strong experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management

Additional / Preferred Qualifications

• Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions
• Relevant professional certifications, such as:

• ITIL Foundation or equivalent service management certification
• Project Management Institute (PMI) or equivalent certification
• PROSCI or equivalent Change Management certification

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.