Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.​

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Customer Success: Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.​

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We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.​

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To learn more about Microsoft’s mission, please visit:  https://www.microsoft.com/en-us/about   â€‹

Check out all of our products at:  http://www.microsoft.com/en-us  

As a Customer Success Account Manager (CSAM),  you are the primary customer facing role responsible for customer success through delivery management of cross-functional programs and strong customer and internal stakeholder relationships. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies.  You are front and center with our customers in support of their digital journey and empowering them to achieve more and accelerating customer value.​

The CSAM role is a leader on the account team who partners with the ATU to programmatically align the consumption plan to the account plan and leads the delivery execution and support team. ​The CSAM orchestrates prioritized programs, projects, and milestones for customer business value realization and consumption.​

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Key Accountabilities include:​

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Partner with your customer and Account Team​

Bring Customer and industry insights to the Account Planning rhythm to lead prioritized programs that drive outcomes across all solution areas.​

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Accountable for the Consumption plan​

In partnership with the account team, accountable for the development and execution of the internal and customer-facing aspects cross-cloud consumption plan, identifying and activating technical resources to deliver customer outcomes.  Ensures prioritized Success Engagements progress from Validate through Commit with a Program Delivery plan and up-to-date milestones.​

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Engages Customer Sponsors​

Establishes and nurtures strong sponsorship and manages the relationships with the customer to drive the execution of the support coverage model, consumption roadmap & delivery execution oversight. ​and manage the communication & escalation strategies with customer stakeholders.​

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Leverages technology knowledge  ​

Has the technical depth and confidence to identify and propose outcomes related to the deployment and health of customer solutions and workloads, leveraging deeper technical resources as needed​

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Accountable for Delivery Orchestration & Support Outcomes that support Solution and Operational Health outcomes​

Provides leadership and orchestration across the Success & Support (CSU) team, Microsoft technical specialists, customer technical teams, Microsoft and partner project teams, balances prioritization between implementing new capabilities and ensuring customer operational health, while fulfilling Support contract obligations​

Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.​

Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.

Responsibilities

Customer Relationship Management

Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders (e.g., Account Executive, Account Technology Strategist) and with guidance from senior colleagues. Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.

Gathers information on the business and Information Technology objectives for customer organizations, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.

Account Planning

Drives conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Challenges the customer, collaboration with other account team leaders, by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change. Supports account planning and advocates for change internally to help customers transform to modern digital approaches.

Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Creates opportunities for support contract renewals, partners with sellers lead to upsell, and transition to Unified Support by aligning to local growth goals across solution areas. Supports the efficiency targets of their portfolio through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.

Opportunity and Pursuit Management

Captures, communicates, and brings forward recommendations from customer insights to sellers in identifying and producing opportunities (e.g., add-ons, cloud consumption, renewals). Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Proactively seeks opportunities to develop the value of support and expand offerings by communicating the customer value to an internal audience. Directly enables cloud consumption revenue through consumption planning.

Consumption and Delivery Execution

Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations. Leads complex internal Microsoft technical/sales teams or partners to address (e.g., involving large number of teams, multi-technology), using a breadth of technical knowledge to identify a broad set of internal teams and ensure progress across solution areas. Identifies and mitigates blockers to customer success goals.

Leads and is accountable for the direction of solution deliveries and secures resources to deliver on customer obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations (e.g., global, high-revenue generation, complex transformation, strategic accounts) across the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations. Analyzes and leverages support-related feedback across a practice area and recommends solutions to drive continuous process improvement.

Technical Skilling

Leverages intermediate technical expertise to act as a technology advisor and visionary. Connects business to technology. Speaks to necessary technology, solutions, and services for specific customer scenarios. Contributes to forecasts of resource needs and timing to help removes obstacles. Leverages experience as a practitioner of technology across one cloud area from design through operations and within another cloud workload/area to lead program governance and execution oversight. Leverages experience leading large, multi-stream technology projects from design to production to help anticipate changes that could affect key projects.

Qualifications

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 4+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR Master's Degree in Engineering, Information Technology, Business, or related field AND 3+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR equivalent experience.

Additional or Preferred Qualifications

Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 8+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR Master's Degree in Engineering, Information Technology, Business, or related field AND 6+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR equivalent experience.

3+ years relevant work experience within customer industry.

Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).

Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.

Project Management Institute (PMI) or equivalent Project Management certification.

Prosci or equivalent certification.

Knowledge, Skills, Abilities

·        Account Management

·        Business Acumen

·        Business Analysis

·        Business Knowledge

·        Business Relationship Management

·        Challenger Mindset

·        Change Leadership Facilitation

·        Change Management

·        Consultative Selling

·        Creativity

·        Data Analysis

·        Decision Making

·        English Language Proficiency

·        Executive Relationships

·        Financial Analysis

·        Influencing for Impact

·        Microsoft Product Knowledge

·        Microsoft Support

·        Multi-Initiative Program Management

·        Negotiation

·        Operational Excellence

·        Oral Communication

·        Presentations

·        Problem Solving

·        Project Management

·        Quality Assurance

·        Storytelling

·        Team Facilitation

·        Technical Communication

·        Technical Sales

·        Technology Impact Communication

·        Technology Industry Knowledge

·        Trusted Advisor

·        Written Communication

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.