The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
We are looking for a highly motivated and passionate Customer Success Account Manager (CSAM) to drive program management for strategic customers that have a global, complex, cross-cloud digital footprint. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/Minimum Viable Product 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.
The Customer Success Account Manager builds and executes shared plans with customers. The CSAM will manage customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. The CSAM will enable customers to use their benefits effectively and will provide direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. The CSAM will set priorities for Microsoft to contribute to the customer’s success in those areas and will plan the delivery of services to achieve success criteria for top priority solutions and workloads. Lastly, the CSAM will provide direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads and will develop and execute technical skilling plan to build technical expertise aligned with customer and business priorities.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
By applying to this U.S. based position, relocation does not apply/is not provided for the role.
Required/Minimum Qualifications
- 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
o 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
o OR equivalent experience.
Additional or Preferred Qualifications
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
o OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
o 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.
- Effective communication skills, executive presence, and confidence in varying customer situations. Ability to lead teams comprised of Microsoft, Partner, and Customer resources.
- Demonstrated success in building relationships with senior customer executives in large or highly strategic accounts. Ability to manage various stakeholder relationships and get consensus on solutions/engagements.
- Excellent skills in planning, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail. Accountable for the development and execution of a cross-cloud consumption plan and operational health of customer solutions.
- Demonstrated success in driving decisions collaboratively, resolving conflicts, and ensuring follow-through. Effective presentation skills and comfort with both large and small audiences and various levels of management.
- Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred. Understanding of partner ecosystems and ability to leverage partner solutions to solve customer needs.
Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,700 - $219,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until July 26, 2024.
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
#CES #GCS
Customer Relationship Management:
- Develop and coach on engagement strategies for customers, partners, and internal stakeholders.
- Establish and enhance relationships with key stakeholders (internal and external) to ensure successful solution delivery.
- Expand relationships beyond current contracts by aligning Microsoft strategies with customer priorities.
- Strive to achieve “Trusted Advisor” status with key customer executives
Technical Relevance:
- Align Microsoft solutions with customer needs, leveraging expertise in Azure, Modern Work, Dynamics, and industry knowledge.
- Identify and address complex customer scenarios by collaborating with technical specialists.
- Drive Microsoft's position in the customer's cloud technology marketplace.
Customer Success Leadership:
- Demonstrate alignment between customer objectives and Microsoft's portfolio.
- Promote organizational and customer success strategies.
- Lead program planning, prioritization, and management to address customer outcomes.
- Proactively identify and mitigate customer blockers, leveraging Microsoft solutions and services.
- Proactively surface value, which in turn will lead to a high retention rate on customer renewals
- Identify opportunities for growth and adoption, aligning Microsoft offerings with customer objectives.
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