Customer Success Account Manager - Chile / Spanish South America (iCSU) at Microsoft

Santiago, Santiago Metropolitan Region, Chile -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

0.0

Posted On

13 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Technical Expertise, Business Acumen, Stakeholder Engagement, Program Planning, Data Analysis, Microsoft Solutions, Cloud Technology, Communication Skills, Collaboration, Project Management, Customer Success, Problem Solving, Strategic Planning, Technical Alignment, Industry Knowledge

Industry

Software Development

Description

Overview As a Customer Success Account Manager (CSAM) in the Internation Customer Success Unit (iCSU), you are the primary delivery leader 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 pre & 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. iCSU bring scale, agility, and cross-solution coverage to our largest, most strategic Global Account customers in their international downstream locations outside of headquarters. At iCSU, our purpose is to drive a globally coordinated customer experience that delivers consumption growth with greater agility via an established team of resources operating in key markets all over the world. We bring a seamless customer experience that crosses functional and geographic boundaries, empowering customers to realize the value of their investments in our technology. CSAM is responsible for building and coaching others on customers, partner, and internal stakeholder engagement strategies and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Understands, identifies, and aligns Microsoft solutions, and technical capabilities. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholders and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. This Santiago City-based position involves weekly client visits and team meetings on-site. Up to 50%-75% remote work is allowed. Responsibilities Customer Relationship Management Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities. 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. Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry. Customer Success Leadership Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholders and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable work programs. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health. Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and align Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn. Technical Relevance Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success. Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions. Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation. Qualifications Required qualifications Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. This role requires proficiency in written, reading, and conversational Spanish and English, with a Portuguese as a plus. Additional or preferred qualifications Master's Degree in Computer Science, Information Technology, Engineering or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Computer Science, Information Technology, Engineering or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. 3+ years relevant work experience within customer industry. Preferred proficiency in written, reading, and conversational Brazilian Portuguese. 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. Customer Success Expertise: Demonstrated ability to drive customer adoption, satisfaction, and retention through strategic engagement. Experience in developing success plans, tracking KPIs, and delivering business reviews. Skilled in identifying growth opportunities and aligning technical solutions with business goals. Communication & Collaboration: Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical stakeholders. Strong interpersonal skills and experience working cross-functionally with sales, engineering, and support teams. Ability to manage multiple customer engagements simultaneously with a proactive and solution-oriented approach. Certifications (Preferred): Microsoft Certified: Azure Solutions Architect AWS Certified Solutions Architect ITIL Foundation or equivalent PMP or Agile certifications This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

The Customer Success Account Manager is responsible for building relationships with key stakeholders and leading the strategic execution of customer success initiatives. They engage with customers to align Microsoft solutions with their business objectives and ensure ongoing operational health.