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Are you excited about how innovative tech can be used for business and societal growth? Are you a business minded, result driven person with a curious mind? We are looking for a person with passion for people, business and tech, and the magic that occurs in the intersection of the three. 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, you are the primary delivery and operations 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 business acumen, industry perspectives and technical insights you will be responsible for the end-to-end post sales delivery across the Microsoft and Partner ecosystem, to align the right resources at the right time to achieve customer business outcomes.
Job Responsibility:
Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health
Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account
Aligns with the account team to link Customer Success Plans with account plan priorities and develop bookable programs of work
In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success
Partners with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute Customer Success plans to meet them in order to manage consumption holistically across the entire portfolio
Leverages foundational industry, technical expertise, and visionary mindset to enable customer success
Requirements:
Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND several 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 several years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience
Significant years relevant work experience within customer industry
Business acumen and extensive experience of driving value based business dialogues
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
Project Management Institute (PMI) or equivalent Project Management certification
Prosci or equivalent Change Management certification
Nice to have:
Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND decade plus of 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 decade plus years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience