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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 and services, ignited by our people and culture. 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 (CSAM), you are the primary delivery 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 technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
Job Responsibility:
Customer Relationship Management: You will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues
Customer Success Leadership and Customer Strategy and Growth: You will listen to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account
You will align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work
Customer Success leadership - Delivery and program Management: You will support the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success
You will initiate 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 and ensure you align Microsoft technology and services with the customer goals and objectives
You will serve as the Consumption and Usage Manager and, among other duties, will be responsible meeting consumption milestones as you track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and takes action to drive usage while you develop and leverage Understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue
Requirements:
Bachelor's Degree OR Master Degree in Business, Sociology, Psychology, Computer Science or related field AND multiple years of customer success, solution delivery, project / program management, customer-facing consulting, or portfolio management experience
Experience working as customer success manager or similar role in customer success
A proactive individual with a strong “can-do” attitude and an innovative, out-of-the-box approach to problem-solving
Proficiency in English and native-level in German is required (Level C2 or higher) as the client portfolio in this industry is predominantly German-speaking
Experience or Understanding of Cloud & AI technology
Nice to have:
Experience with Financial Services Industry
Experience working with non-cloud products or solutions, including migrating on-premises technology to the cloud
Project Management experience
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