Senior Customer Success Account Manager - CTJ - TS/SCI at Microsoft

Washington, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Feb, 26

Salary

203600.0

Posted On

27 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Technical Aptitude, Communication Techniques, Data Analysis, Program Planning, Stakeholder Engagement, Operational Health, Escalation Management, Retention Strategies, Cross-Cloud Technology Solutions, Account Planning, Solution Delivery, Customer Success, Project Management, ITIL Certification, Security Clearance

Industry

Software Development

Description

Customer Relationship Management Builds customer, partner, and internal stakeholder engagement models. Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues. Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels. Maps internal roles to customer priorities to action the needs of customers. Holds, maintains, and nurtures internal stakeholder relationships. Learns how to establish executive internal relationships. Develops communication techniques for holding business value conversations at customer executive levels. Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions. Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders. Technical Relevance Leverages technical aptitude and industry awareness to translate customer interactions into customer business impact and value. Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions. Adopts the organizational and customer success strategy. Supports account team planning, promoting business and technical needs for change. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Works with their customers to design programs that improve operational health. Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Performs delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Provides escalation management and communications for delivery programs in the customer account. - Identifies actual and potential blockers to consumption through data analysis and feedback from customers. Mobilizes resources to address actual and potential blockers to consumption and associated issues. Holds accountability for identified consumption milestones and their completion. Partners with customer to track progress, resolve blockers, and keeps activities on schedule to ensure meeting consumption milestones. Develops and leverages an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue. Other: Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ 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 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. These requirements include, but are not limited to the following specialized security screenings: Candidates must have an active TS/SCI and be willing to upgrade to TS/SCI with polygraph. This role will require candidates to maintain the TS/SCI with polygraph clearance. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination. Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment. Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance 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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science 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. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. Project Management Institute (PMI) or equivalent Project Management certification. MCAPSA Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year. Certain roles may be eligible for benefits and other compensation.

Responsibilities

The Senior Customer Success Account Manager is responsible for building and managing relationships with key customer stakeholders to ensure quality solution delivery. They will also identify customer priorities and align them with appropriate solutions while orchestrating delivery resources to facilitate value realization.