Customer Success Account Management

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. They are seeking a Customer Success Account Management professional to build engagement models, align Microsoft solutions with customer objectives, and ensure ongoing customer success through effective relationship management.

Responsibilities:

• Builds customer, partner, and internal stakeholder engagement models
• Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues
• Develops customer relationships beyond the current Unified Support contract consumers with a focus on understanding business priorities and how they align and realize the business value for customers and Microsoft
• Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels
• 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
• Holds, maintains, and nurtures internal stakeholder relationships
• Learns how to establish senior/executive internal relationships
• Develops communication techniques for holding business value conversations at customer executive levels
• Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions
• Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders
• Identifies actual and potential blockers to consumption through data analysis and feedback from customers
• Mobilizes resources to address actual and potential blockers to consumption and associated issues
• Holds accountability for identified consumption milestones and their completion
• Partners with customer to track progress, resolve blockers, and keeps activities on schedule to ensure meeting consumption milestones
• Tracks adoption and usage of Microsoft products and services, works with customers to identify areas where adoption could be improved, and takes action to drive usage
• Develops and leverages an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue
• Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success
• Applies the use of Microsoft delivery management methodologies, processes, and tools to manage customer operational health
• Identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work with guidance from more experienced colleagues
• Orchestrates delivery resources to facilitate value realization with a focus on driving operational health
• Performs delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities
• Provides escalation management and communications for delivery programs in the customer account
• Initiates conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account
• Adopts the organizational and customer success strategy
• Begins to align Microsoft technology and services with the customer goals and objectives
• Supports account team planning, promoting business and technical needs for change
• Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work
• Works with their customers to design programs that improve operational health
• Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities
• Leverages technical aptitude and industry awareness to translate customer interactions into customer business impact and value
• Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions
• Develops an awareness of the cloud technology marketplace, including Microsoft competitors

Requirements:

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