Customer Success Account Manager

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.

As our 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 priority is the customers' successful adoption and
productive use of Microsoft cloud technologies. You will be 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 (ATU) to align the
consumption plan to the account plan, and spearhead the delivery execution and
support team. The CSAM orchestrates prioritized programs, projects, and
milestones for customer business value realization and consumption.

Responsibilities

• In partnership with the account team, you will be 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.


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


• Provide direction and orchestration across the Success and Support (CSU) team, Microsoft technical specialists, customer technical teams, Microsoft and partner project teams.


• Establish and nurture 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 and escalation strategies with customer stakeholders.


• 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.


• Drive 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.


• Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads.

Qualifications

• Success in Engagement Management, Customer Success, Program Delivery, or Program Management within a Cloud technology environment.


• Experience with cloud and hybrid infrastructures, architecture designs, and migrations.


• Proven track record of driving business outcomes 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 and Data Scientist).


• You will bring strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.


• Bachelor's Degree in Engineering, Information Technology, Business, or related field OR Master's Degree in Engineering, Information Technology, Business, or related field.

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.

Benefits/perks listed below may vary depending on the nature of your
employment with Microsoft and the country where you work.