Customer Success Account Manager - Global Customer Success

at  Microsoft

WHY MICROSOFT

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
We are looking for a highly motivated and passionate Customer Success Account Manager to drive program management for strategic customers that have a significant number of key cross-cloud workload engagements running concurrently. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/MVP to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

WHAT SKILLS DO YOU NEED TO HAVE?

You will have many opportunities to learn and grow at Microsoft.

REQUIRED/MINIMUM QUALIFICATIONS:

• Bachelor’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 Master’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.
• Strong understanding of Microsoft solutions such as Azure, Modern Work, and Dynamics.

ADDITIONAL QUALIFICATIONS

• Experience in Customer Relationship Management: Proven ability to build and maintain relationships with key customer stakeholders and technical professionals.
• Technical Expertise: Ability to leverage industry and technical expertise to enable customer success and align Microsoft solutions with customer needs.
• Leadership Skills: Experience in leading business value conversations at customer executive levels, influencing and challenging senior/executive internal stakeholders, and managing program planning and stakeholder expectations.
• Project and Program Management: Ability to oversee and manage the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads. Experience in identifying and mitigating blockers to consumption and driving adoption.
• Flexibility in Working Hours: Willingness to work outside of normal business hours to support global customers. Ability to adjust schedule to accommodate different time zones and urgent customer needs.
• Collaboration and Coordination: Experience in leading coordination across internal and external stakeholders.
• Customer Success Strategy: Ability to engage with customers to align objectives with Microsoft’s portfolio, promote customer success strategy, and align technology with customer goals.

THE PURPOSE OF THIS ROLE

The Customer Success Account Manager builds and executes shared plans with customers. Manages customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. Enable customers to use their benefits effectively. Provides direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. Sets priorities for Microsoft to contribute to the customer’s success in those areas. Plans the delivery of services to achieve success criteria for top priority solutions and workloads. Provides direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads. Develops and executes technical skilling plan to build technical expertise aligned with customer and business priorities.
This role supports global customers, work out side of normal business hours will be required to support these customers. This role is flexible in that you can work up to 50% from home.