Customer Success Account Manager - Temporary position

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

As a Customer Success Account Manager (CSAM), you are the primary consumption 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, drive acceleration of cloud adoption from Pilot/MVP to production, orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

Responsibilities

Key Accountabilities include:

• Customer Relationship Management
• Expands and holds accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes across large stakeholder groups and coaching teams to align Microsoft strategy to Microsoft's most strategic customers and their business priorities.
• Consumption Leadership
• Partners with customers (including upper level executive stakeholders) to develop a deep understanding of their business goals and priorities.
• Position large-scale programs to solve the most complex business and industry outcomes and customer priorities to drive consumption holistically across the entire portfolio.
• Customer Strategy and Growth
• Expands upon account team planning, promoting business and technical needs for change to challenge customer thinking that drives current and future growth and transformation towards modern digital approaches.
• Delivery and program Management
• Serves as a trusted advisor to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing program reviews, prioritizing complex engagements, and influencing key stakeholder and executive expectations to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success.
• Serves as point person for day-to-day program/project management, escalation and risk management, effective customer and Microsoft Executive relationship management, customer support escalation point-of-contact, Microsoft-Partner related project management as needed and strategic technical direction for energy focussed customers.
• Technical Relevance
• Leverages a broad understanding of industry and technical expertise to act as a advisor and visionary to lead customer success.
  

Qualifications

Minimum Qualifications:

• 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• Experience in crisis management and problem solving.
• Microsoft or competitor equivalent (e.g., AWS (Amazon Web Services)) certification in relevant technologies (e.g., Azure, 365).
• Relationship Building - Proven track record of building relationships, including with C level. Experience in managing various stakeholder relationships to get consensus on solutions/engagements.
• Bachelor's degree in business and technology related fields.
  
  

Preferred Qualifications

• Experience in complex 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
• Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
  
  

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.