Customer Success Account Management

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

As a CSAM, you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

This role is flexible in that you can work up to 50% from home.

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.

Responsibilities

• Customer Relationship Management
• Nurture, establish and expand relationships with key customer stakeholders to enable quality solution planning, delivery execution and governance. Lead business value conversations at customer executive levels. Manage customer relationships with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
• Customer Success Leadership - Customer Strategy and Growth
• Own customer relationships to uncover customer priorities and opportunities to plan deliveries that increase deployment and adoption velocity of their Microsoft investments. Partner with Account team peers to align Microsoft technology and services with the customer's goals and objectives to form a strategy. Work with customers to design programs that improve operational health.
• Customer Success Leadership - Delivery and Program Management
• Lead the strategic execution of program planning, prioritization of engagements, and management of key stakeholders to deliver ongoing customer success. Help customers realize the value of their Microsoft investments and leverage support agreements to achieve their goals. Orchestrate delivery resources to facilitate value realization with a focus on driving operational health.
• Customer Success Leadership -Consumption Leadership
• Partner with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Help customers to achieve their consumption milestones aligned with their priorities, track progress, resolve blockers, and keep activities on schedule.
• Technical Relevance
• Develop technical competency across a breadth of Solution areas which supports customer advice, connecting their business goals to Microsoft solutions. Leverage understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
  
  

Qualifications

Required/Minimum Qualifications (RQs/MQs)

• 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
• OR 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
  
  

Additional Or Preferred Qualifications (PQs)

• 3+ years relevant work experience within customer industry.
• Microsoft or competitor equivalent (e.g., AWS (Amazon Web Services)) 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 Change Management certification.
  
  

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.