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Client Success Manager

2 months ago

Arlington, Virginia, United States Microsoft Full time

Position Overview

We are seeking a dedicated Customer Success Account Manager to contribute to the Microsoft Federal team.

About Microsoft

Microsoft is committed to empowering individuals and organizations globally to achieve their fullest potential. Our organizational culture promotes a growth mindset, inspiring excellence, and motivating teams and leaders to perform at their best daily. This growth mindset encourages us to engage deeply with our customers, fostering the foundational knowledge necessary for customer-first decision-making in all our endeavors. Through this approach, we create transformative innovations that positively affect billions of lives worldwide.

Microsoft Federal

The Microsoft Federal division was created to meet the distinct mission, legal, and regulatory requirements of the United States Government (USG). We are dedicated to ensuring that our resources, including qualified and certified personnel with necessary security clearances, are available to adapt to the evolving needs of the USG. Our philosophy emphasizes flexibility in recruiting, hiring, and workforce assignments, allowing our personnel to serve in various roles throughout their careers.

Customer Success Commitment

Microsoft aims to assist our customers in achieving their digital transformation goals by leveraging Microsoft Cloud solutions and support services. We invest in a specialized Customer Success team dedicated to helping our clients realize their business objectives.

Key Responsibilities

  • Fulfill support contract obligations by ensuring high-quality planning and delivery of support services to achieve customer business outcomes.
  • Collaborate with customers and account teams to prioritize and strategize customer engagements across cloud and on-premises workloads.
  • Define objectives to enhance the health, performance, and capabilities of prioritized workloads, driving customer value realization.
  • Establish strong relationships with key customer decision-makers in Software Engineering and IT, empowering them to advocate for cloud adoption.
  • Manage customer sponsorship and stakeholder communication for prioritized engagements and programs.
  • Monitor, escalate, and strategize solutions for technical challenges while providing feedback to improve our products and services.

Leadership and Relationship Building

This role demands exceptional communication skills and the ability to demonstrate executive presence in diverse customer situations. The Customer Success Account Manager will lead teams composed of Microsoft, partner, and customer resources engaged in delivering complex solutions for overall customer success.

Qualifications

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science, or a related field, along with 2+ years of experience in customer success, solution delivery, or customer-facing consulting.
  • Experience managing complex technical engagements or program management.
  • Active U.S. Government Top Secret Security Clearance is required.
  • Preferred experience in Program Management or Engagement Management focused on Cloud and software/services solutions.
  • Strong project management skills, with relevant certifications preferred.

We are committed to continuous learning and collaboration, embracing uncertainty, taking calculated risks, and learning from our experiences. Together, we strive to empower others to achieve more through our technology and innovation.