Customer Success Account Manager

Overview

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners).

Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Understands, identifies, and aligns Microsoft solutions, and technical capabilities.

Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.

Leads 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. Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback.

Responsibilities

Customer Relationship Management

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality and secure solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders.

Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.

• Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners).
• Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft.
• Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities.

• Holds, maintains, and nurtures internal stakeholder relationships.
• Influences and challenges senior/executive internal stakeholders.
• Leads business value conversations at customer executive levels and incorporates a focus on security and resiliency.

Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer security and resiliency needs and customer objectives specific to the customer's business transformation programs and common to their industry.

Customer Success Leadership

• Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
• Promotes the organizational and customer success strategy with customers.
• Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy that includes security as a core component.

• Engages in account team planning, promoting business and technical needs for change that challenge customer thinking.
• Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
• Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health and security.

Proactively identifies, monitors, and mitigates actual and potential blockers (including security and compliance concerns) to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion.

Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities.

Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn.

Leads 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. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health.

Proactively identifies and mitigates customer blockers (including security and compliance risks) by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities.

Leads escalation management and communications for delivery programs in the customer account.

Technical Relevance

Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Security, Modern Work, Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success.

Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions. Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors.

Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.

Required/minimum qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field
• 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

Additional or preferred qualifications

• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field A.
• 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.

Additional information

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.