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Account Manager for Customer Success

2 months ago

Herndon, Virginia, United States Microsoft Corporation Full time

We are seeking a dedicated Account Manager for Customer Success to become a part of Microsoft Corporation.

Microsoft is committed to empowering individuals and organizations globally to achieve greater outcomes. Our organizational culture is rooted in fostering a growth mindset, inspiring excellence, and motivating teams and leaders to perform at their best every day.

The growth mindset encourages us to engage deeply with our clients, cultivating the essential knowledge that enables us to prioritize customer-centric decisions in all our endeavors. By doing so, we drive transformative innovations that touch billions of lives worldwide. You can play a pivotal role in helping us fulfill our mission.

The Microsoft Corporation has established its Federal division to cater to the distinct mission, legal, regulatory requirements, and procurement protocols of the United States Government (USG).

Microsoft Federal is devoted to ensuring that its resources, including qualified, experienced, and certified personnel, are readily available to meet the evolving needs of the USG.

In line with this, Microsoft embraces a flexible approach in recruiting, hiring, and assigning personnel within the Federal division.

As a Customer Success Account Manager (CSAM), you will be the primary point of contact for our clients, responsible for ensuring their success through effective management of program deliveries and customer relationships.

Key Responsibilities:

  • Fulfill support contract obligations by driving quality planning and delivery of support services to achieve customer business outcomes and enhance their overall experience with Microsoft solutions.
  • Collaborate with your clients and account teams to prioritize and strategize customer engagements and programs across both cloud and on-premises workloads.
  • Define outcomes aimed at improving the health, performance, and business capabilities of prioritized workloads to drive customer value realization.
  • Establish strong relationships with key customer software engineering and IT decision-makers who advocate for long-term cloud adoption within their organizations.
  • Act as the voice of the customer, managing orchestration, customer sponsor relationships, and stakeholder communication for prioritized engagements and programs.
  • Monitor, escalate, and plan for the resolution of technical obstacles while providing engineering feedback to enhance our products and solutions as necessary.

Leadership: This role demands excellent communication skills, along with the ability to exhibit executive presence and confidence in diverse customer scenarios.

The CSAM will demonstrate leadership within teams composed of Microsoft, partner, and customer resources engaged in delivering complex solutions for overall customer success.

Relationship Building: A proven track record of cultivating relationships with senior customer executives in large or highly strategic accounts is essential. Experience in managing various stakeholder relationships to achieve consensus on solutions and engagements is required.

Program Management: Proficiency in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communication, analytical skills, and meticulous attention to detail is necessary.

Travel may be required: 25-50%.

Other: Embody our culture and values.

Qualifications:

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science, or a related field AND 6+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.
  • OR a Master's Degree in Business, Sociology, Psychology, Computer Science, or a related field AND 4+ years of relevant experience.
  • OR equivalent experience.
  • 3+ years of demonstrated success in managing complex technical engagements and/or program management.

Other Requirements: The successful candidate must possess an active U.S. Government Top Secret Security Clearance. Meeting Microsoft, customer, and/or government security screening requirements is mandatory for this role.

Clearance Verification: This position necessitates successful verification of the stated security clearance to comply with federal government customer requirements.

Citizenship Verification: This role requires verification of U.S. citizenship due to legal restrictions associated with citizenship. This position supports United States federal, state, and/or local government agency customers and is subject to specific citizenship-based restrictions as permitted by applicable law.

Preferred Qualifications:

  • Prior experience in a Program Manager or Engagement Manager role focused on cloud and software/services solutions is preferred.
  • Experience working with Department of Defense customers.
  • Proven ability to drive collaborative decision-making, resolve conflicts, and ensure follow-through with effective verbal and written communication.
  • Strong presentation skills with comfort addressing both large and small audiences across various management levels.
  • Project Management Institute (PMI) or equivalent Project Management certification.
  • ProSci or equivalent change management certification.
  • Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
  • Experience in technologies such as cloud, mobile, web application development, and cloud-native application architecture.
  • Microsoft certification in relevant technologies (e.g., Azure, M365) or equivalent certifications from competitors.

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 require assistance or a reasonable accommodation due to a disability during the application process, please read more about requesting accommodations.