Microsoft Technical Customer Success Manager

World Wide Technology is a technology solutions provider that helps organizations design, build, and scale cloud, cybersecurity, digital, AI, and infrastructure solutions. The Microsoft Technical Customer Success Manager serves as a senior strategic liaison for Microsoft clients, providing executive-level oversight, technical guidance, adoption support, risk management, and value realization across client engagements.

Responsibilities:

• Maintain executive-level awareness of the health, status, and strategic direction of all WWT Microsoft client accounts
• Collaborate with the client’s CSM on regular Business Reviews (QBRs/EBRs) with client stakeholders with MSFT technology insights, updates and risks
• Collaborate with the client’s CSM on developing each client’s success plan capturing goals, risks, milestones, and mutual success criteria
• Act as a subject matter authority on the Microsoft product landscape including Azure, Microsoft 365, Dynamics 365, Security (Defender/Sentinel), Copilot, and Modern Work
• Advise clients on Microsoft roadmap developments, licensing changes, and adoption best practices relevant to their environments
• Guide clients through cloud adoption, migration planning, and optimization journeys in alignment with the Microsoft Cloud Adoption Framework (CAF) and Well-Architected Framework (WAF)
• Translate complex technical capabilities into business value narratives tailored to client executive audiences
• Collaborate with WWT solution architects and engineers to ensure client recommendations are technically sound and deliverable
• Consult with internal D2OS MSFT support engineering teams on advisory and high-complexity cases when needed
• Build and sustain deep, trust-based relationships with client directors, CIOs, CTOs, VPs of IT, and other senior decision-makers
• Position WWT as an indispensable strategic partner — not merely a transactional vendor — across all Microsoft touchpoints
• Champion adoption of Microsoft technologies within client organizations, identifying barriers and developing plans to accelerate usage
• Track utilization metrics, license consumption, and adoption KPIs across client Microsoft environments
• Partner with client teams on change management strategies that support successful technology transitions
• Facilitate access to Microsoft FastTrack, Adoption and Change Management (ACM) resources, and WWT training assets where applicable
• Maintain a current view of each client's technology health and strategic alignment
• Ensure smooth handoffs and coordination between the TAM function and operational/delivery teams to avoid gaps in client experience

Requirements:

• 7+ years of experience in a technical account management, or solutions consulting role within the Microsoft ecosystem
• Demonstrated ability to manage and grow a portfolio of enterprise-level technology client relationships
• Bachelor's degree in Information Technology, Business, Computer Science, or a related field — or equivalent professional experience
• Proven track record of engaging C-suite and VP-level stakeholders with credibility and executive presence
• Deep knowledge of the Microsoft cloud and product portfolio: Azure, Microsoft 365, Dynamics 365, Power Platform, Copilot for Microsoft 365, and Microsoft Security
• Familiarity with Microsoft licensing models, Enterprise Agreements (EA), Microsoft Customer Agreement (MCA), and MPSA structures
• Understanding of cloud architecture principles, hybrid environments, identity and access management, and modern workplace solutions
• Working knowledge of the Microsoft Cloud Adoption Framework and Azure Well-Architected Framework
• Microsoft Certified: Azure Solutions Architect Expert
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (or higher-level Security certs)
• ITIL Foundation or higher (preferred, not required)
• Executive communication and executive-level presentation skills — written and verbal
• Strategic thinking and business acumen with the ability to connect technology to business outcomes
• Strong relationship management skills with a consultative, advisor-first approach
• Ability to manage a complex portfolio of accounts simultaneously without losing strategic focus
• Collaborative mindset — skilled at working across internal teams including sales, delivery, and technical practices
• Data-driven approach to account health, adoption metrics, and client satisfaction
• ITIL Foundation or higher