Customer Relationship Manager

Overview

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities. Expands conversations with customers to demonstrate alignment between customer objectives and the current and future Microsoft portfolio of work in the customer account. 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. Innovates upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption, accelerating consumption, and improving the customer experience.

Responsibilities

Customer Relationship Management

Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Applies industry knowledge and expertise to influence customer priorities with shared accountability for the creation of shared customer account plans in support of customer security and resiliency needs and customer objectives specific to the customer's business transformation programs and common to the industry. Coaches the team to develop comprehensive support, security, and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. Brings industry credibility internally and externally to share industry trends with customers in terms of Microsoft current practices for their industry.

Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and coaches others to communicate with and challenge customers effectively in business value conversations and incorporates a focus on security and resiliency. Serves as a trusted advisor and partner with customer and partner stakeholders by linking Microsoft technologies to industry and business outcomes.

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Provides thought leadership on creating healthy, strategic relationships with key customer, partner, and internal stakeholders, partners, and technical professionals through a Customer Success team to lead quality and secure solution delivery and health using partnerships with other account team leaders. 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.

Customer Success Leadership

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. Optimizes preexisting and develops new Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Proactively anticipates, identifies, and mitigates customer blockers (including security and compliance risks) and risks by leveraging Microsoft solutions and services, and develops deliverable programs of work and aligns them with key customer and Microsoft priorities. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with the account team to ensure alignment on business and industry outcomes and customer priorities. Leads escalation management and communications for delivery programs in the customer account.

Expands conversations with customers to demonstrate alignment between customer objectives and the current and future Microsoft portfolio of work in the customer account. Feeds improvements to organizational and customer success strategy to further maximize customer's investments and value. Defines and agrees upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with customers' current and future goals and objectives, and includes security as a core component. Expands upon account team planning, promoting business and technical needs for change to challenge customer thinking that drives current and future transformation towards modern digital approaches. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health and security aligned to the customer's long term strategy.

Innovates upon methods for identifying, monitoring, and mitigating actual and potential blockers (including security and compliance concerns) to consumption, accelerating consumption, and improving the customer experience. Proactively mobilizes resources to address actual and potential blockers to consumption, drive innovation, and anticipate future consumption trends and developments. Holds accountability for ambiguous consumption targets, their achievement, and challenging the customer to achieve greater success. Partners with customers (including senior executive stakeholders) to develop a deep understanding of their business objectives and priorities, identify new and emerging trends and opportunities for consumption growth and value maximization, develop long-term strategies and strategic vision to ensure value delivery for the customers, and position large-scale programs to solve the most complex business and industry outcomes and customer priorities in order to drive consumption holistically across the entire portfolio.

Technical Relevance

Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Security, Modern Work, Dynamics) to proactively anticipate and accelerate customer needs and priorities. Leverages deep foundational industry and technical expertise to act as an advisor and visionary to lead customer success. Secures Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages subject matter expertise and deep understanding of the customer's technology platform and Microsoft's technology roadmap to drive customer vision from conception to value realization. Ensures customer is focused on, and adapts strategies, plans, and solutions to insights about market and business environments. Leverages industry expertise to connect business to technology.

Qualifications

Required/minimum qualifications

Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

Additional Or Preferred Qualifications

Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

1+ year(s) 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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.