Customer Success Account Mgmt

• 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 effectively in business value conversations
• Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models
• Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health
• Expands and holds accountability for executive customer and partner relationships
• Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives
• Identifies customer priorities with shared accountability for the creation of shared customer account plans
• Provides leadership to the team to execute support and consumption delivery programs
• Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes
• Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption
• Mobilizes resources to address actual and potential blockers to consumption
• Partners with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption
• Proactively drives business growth strategies
• In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review
• Leverages, improves upon, and streamline Microsoft delivery management methodologies, processes, and tools
• Proactively anticipates, identifies, and mitigates customer blockers and risks
• Orchestrates delivery resources to facilitate value realization
• Leads delivery program reviews with internal stakeholders
• Leads escalation management and communications for delivery programs
• Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio
• Embraces organizational and customer success strategy to maximize customer's investments and value
• Drives and agrees upon a long-term approach to fuel adoption of Microsoft technology and services
• Drives account team planning, promoting business and technical needs for change
• Aligns with account team to link Customer Success Plans with account plan priorities
• Challenges customer and influences strategic decision making
• Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities
• Leverages deep foundational industry, technical expertise, and visionary mindset to enable customer success
• Articulates cross-cloud technology, solutions, and services
• Evangelizes Microsoft's position in customers' cloud technology marketplace
• Leverages understanding of customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ 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 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience

• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ 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 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
• 5+ years 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
• Project Management Institute (PMI) or equivalent Project Management certification
• Prosci or equivalent certification