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Customer Success Account Manager

2 months ago

Washington, United States Microsoft Corporation Full time
Job Summary

We are seeking a highly skilled Customer Success Account Manager to play a critical role in driving program management for customer accounts with significant cross-cloud workload engagements.

Key Responsibilities
  • Program Delivery and Customer Relationship Management: Manage program deliveries and customer relationships to ensure successful adoption and productive use of Microsoft cloud technologies.
  • Strategic Relationship Building: Build and maintain foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health.
  • Customer and Partner Relationship Development: Develop and expand customer and partner relationships beyond current Unified Support contract consumers, focusing on leading the definition of business outcomes and aligning Microsoft strategy to customer business priorities.
  • Stakeholder Engagement and Influence: Identify, navigate, communicate, and influence key customer technical, business, and executive-level stakeholders (including partners) to facilitate the achievement of customer business objectives.
  • Internal Stakeholder Relationship Management: Map internal roles to customer priorities to action the needs of customers and provide input into customer priorities.
  • Leadership and Business Value Conversations: Lead business value conversations at customer executive levels and initiate the gathering of information on the business and Information Technology objectives for customer organizations to identify customer priorities.
  • Customer Success Planning: Partner with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry.
Technical Relevance
  • Microsoft Solution Alignment: Understand, identify, and align Microsoft solutions and technical capabilities to customer needs and priorities.
  • Technical Expertise: Leverage broad foundational industry and technical expertise to enable customer success.
  • Complex Scenario Identification: Identify complex customer scenarios and align with technical specialists to identify relevant cross-cloud technology solutions.
  • Competitive Advantage: Strengthen Microsoft's position in the customers' cloud technology marketplace against competitors.
  • Customer Digital Transformation: Leverage understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
Customer Success Leadership
  • Customer Alignment and Strategy Promotion: Engage in conversations with customers and demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
  • Organizational and Customer Success Strategy Promotion: Promote the organizational and customer success strategy with customers.
  • Cooperative Strategy Development: Align Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy.
  • Account Team Planning and Collaboration: Engage in account team planning, promoting business and technical needs for change that challenge customer thinking.
  • Customer Success Plan Development: Align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
  • Strategic Execution and Program Planning: Lead 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.
Requirements
  • Education and Experience: Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
  • Alternative Education and Experience: OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
  • Equivalent Experience: OR equivalent experience.
  • Complex Technical Engagement Management: 3+ years experience with success in complex technical engagement management and/or program management.
Preferred Qualifications
  • Advanced Education and Experience: Bachelor's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management).
  • Alternative Advanced Education and Experience: OR Master's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management).
  • Equivalent Experience: OR equivalent experience.
  • Change Management and Technology Adoption: 2+ years experience in change management and/or technology adoption.