Customer Success Account Manager
4 weeks ago
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.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. Our organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
**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.
- 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.
- 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.
- 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.
- 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
- 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.
**Qualifications**:
Skills & Experiences:
- Experience: Strong experience in complex technical engagement management and/or program management required.
- 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 required.
- Program Management: Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. 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).
Technical Acumen:
- Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred.
- Under
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