Customer Success Account Mgmt - Application Development

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.

With over ‎15,000 employees worldwide, the Microsoft Customer Experience and
Success (CEnS) organization is responsible for the strategy, design, and
implementation of the Microsoft end-to-end customer experience. This newly
expanded organization reflects the Microsoft ambition to be known as a
customer experience company, ensuring our Microsoft mission to empower every
person and every organization on the planet to achieve more is enabled by
delighting customers and consistently exceeding their expectations in every
interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and
drive greater customer loyalty and trust, which leads to greater satisfaction,
retention, and growth. The CEnS 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.

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Responsibilities**
* Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions
* Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premises workloads
* Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization
* Develop deep relationships with key customer Software Engineering and IT decision makers, who drive long-term cloud adoption within their company to enable them to be cloud advocates. Be the voice of the customer
* Apply technical knowledge, best practices and customer insights to remove blockers and orchestrate key resources to proactively support customer 's application modernization roadmap, infusion of key infrastructure, application development and DevOps technologies and to support application portfolio reliability, scalability, maintainability, performance and other quality attributes
* Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs
* Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate
* Maintain architect level technical skills and knowledge of market trends and competitive insights; Be an Azure based solutions evangelist with customers, partners and external communities
* Experience in complex technical engagement management and/or program management required. Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solution preferred
* 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
* 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 and Data Scientist)
* Technologies: Cloud, mobile, web application development, cloud-native application architecture
Technical
* Ability to understand business requirements and customer problems and solve them through cloud technologies required
* Enterprise-scale technical experience with cloud and hybrid infrastructures, architecture designs, migrations, and technology management required
* Experience with and understanding of large-scale application portfolios in enterprise-wide environments (including migration of on-premise workloads to the cloud) required
* Subject matter expertise in one or more of the following:
* Software design, development, and deployment for one or more of the following platforms: Web application server technologies, Cloud applications, mobile (Android, iOS), Linux, Windows required
* DevOps practices, including continuous planning/Agile, CI/CD, quality and security and one of the DevOps tool chains (i.e. Jenkins, Spinnaker, Azure DevOps, GitHub). required
* One or more of the following programming languages: C++, C#, Java, Node.js, JSON, PHP, Perl, Python, Ruby on Rails; required
* Experience with scalable architectures using Azure App Service, API management, serverless technologies, container orchestration (e.g. Kubernetes, Cloud Foundry etc.), API management, Microservice frameworks etc. preferred
* Competitive landscape and knowledge of cloud development platforms; preferred

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Qualifications
Required/Minimum Qualifications
* Bachelor's Degree in Engineering, Information Technology, Business, or related field AND ‎4+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
* OR Master's Degree in Engineering, Information Technology, Business, or related field AND ‎3+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
* OR equivalent experience
* ‎2+ years subject matter expertise in one or more of the following: Software design, development, and deployment for one or more of the following platforms: Web application server technologies, Cloud applications, mobile (Android, iOS), Linux, Windows required
* DevOps practices, including continuous planning/Agile, CI/CD, quality and security and one of the DevOps tool chains (i.e. Jenkins, Spinnaker, Azure DevOps, GitHub). required
** Additional or Preferred Qualifications
* Bachelor's Degree in Engineering, Information Technology, Business, or related field AND ‎8+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Master's Degree in Engineering, Information Technology, Business, or related field AND ‎6+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience 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