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.

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.

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.

Responsibilities

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 Account Team Unit 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.

Customer Relationship Management

Creates strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO]), partners, and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive, Account Technology Strategist). Drives accountability for top-tier customer relationships. Expands and ensures strategic customer and partner relationships beyond the current support contract owners to ensure relationships exist to build the plan with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.

Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer needs and is accountable for the creation of shared plans to support outcomes that are specific to the customer and common to the industry. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects across multiple planning horizons. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. 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

Cultivates the image of Microsoft as a valued business partner by aligning the vision for Microsoft's offerings with customer's overall business and Information Technology objectives, as well as future industry needs, to balance strategic priorities across short-term, mid-term, and long-term objectives. Develops multiple complex programs and identifies executive sponsors for a contract and prioritizes engagements across solution areas to address strategic outcomes and drive customer success, taking into account deep insights about the industry as well as the customer. Challenges the customer and influences them to commit to major change efforts by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change, as well as insights from competitors. Supports account planning and acts as a change agent for the practice and advocates internally to help customers transform to modern digital approaches.

Takes a leadership role in a global team to plan a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Leads development of consumption plan. 

Opportunity and Pursuit Management

Leads the community or geographic area in recommending innovative opportunities for growth. Captures and communicates and brings forward recommendations from customer insights to lead sellers in identifying and producing cloud consumption and support sales opportunities. Directly enables cloud consumption revenue through consumption planning and participating in consumption opportunity development from envision to commitment.

Consumption and Delivery Execution

Takes ownership for team coordination and leads efforts to connect identified opportunities, questions, and/or issues from the most prominent and/or challenging customer organizations. Leads matrixed internal Microsoft technical/sales teams and partners to address (e.g., involving a large number of teams, multi-technology), using a breadth of technical knowledge and industry experience to identify a broad set of internal teams in highly complex or unique customer situations and ensure progress across solution areas. Anticipates, identifies, and mitigates blockers to customer success goals. Develops initiatives to coach colleagues on common consumption blockers in the industry and implements innovative approaches to address them.

Leads and is accountable for the strategic direction of solution deliveries across teams, and secures resources to deliver on customer obligations. Accelerates production level consumption through the delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations across the solution and support lifecycle. Is accountable for delivery of support for the resolution of critical escalated issues by partnering with Incident Managers and Support team. Shares updates to the customer and manages their expectations at a leadership level. Analyzes and leverages support-related feedback across multiple practice areas within a country or community and works with the organization to implement long-term solutions that drive continuous process improvement.

Technical Skilling

Leverages deep technical expertise to act as a trusted technology advisor. Connects business to technology. Articulates cross cloud technology, solutions, and services in a compelling way to all audiences. Tailors messaging to specific audiences. Forecasts resource needs and timing to help removes obstacles.

Leverages experience leading large projects or small programs that include elements of delivery and/or partners to apply systems thinking and help anticipate changes that could affect key projects.

Customer Success Strategy

Contributes to corporate and Customer Success strategy, organizational direction, and customer initiatives to align managers and individual contributors. Adapts corporate and Customer Success strategies to build alignment with key stakeholders and drive toward achieving portfolio goals.  

Qualifications

We are looking for a highly motivated and passionate Customer Success Account Manager to drive program management for strategic customers that have a significant number of key cross-cloud workload engagements running concurrently. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/MVP to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success. 

Required/Minimum Qualifications

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

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

o OR equivalent experience

Experience in Change management and/or technology adoption.

Leadership: This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM must show leadership in teams comprised of Microsoft, Partner and Customer resources who may be engaged in the delivery of complex solutions for overall customer success.

Relationship Building: Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements.

Program Management: Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail. The CSAM will be accountable for the development and execution of a cross-cloud consumption plan, and operational health of the customer solutions deployed today and in the future.

Collaboration and Communication: Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators Data Scientist, and BDMs)

Experience with cloud and hybrid infrastructures.

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.