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Cloud Solutions Manager

2 months ago


Washington, United States Microsoft Corporation Full time
Job Summary

We are seeking a highly skilled Customer Success Account Manager to join our team at Microsoft Corporation. As a key member of our team, you will 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 Influence: Hold, maintain, and nurture internal stakeholder relationships, influencing and challenging senior/executive internal stakeholders.
  • Business Value Conversations: Lead business value conversations at customer executive levels.
  • Customer Priority Identification: 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: 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: Promote the organizational and customer success strategy with customers.
  • Cooperative Strategy: Align Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy.
  • Account Team Planning: Engage in account team planning, promoting business and technical needs for change that challenge customer thinking.
  • Customer Success Plan Alignment: Align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
  • Strategic Execution: Challenge the customer and influence their strategic decision making, driving the case for change towards improved operational health.
  • Program Planning and Management: 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.

Microsoft is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We welcome applications from diverse candidates and are an affirmative action employer.