Senior Customer Success Account Manager at Microsoft

Rome, Lazio, Italy -

Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

0.0

Posted On

14 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Cloud Adoption, Solution Delivery, ITIL, Stakeholder Engagement, Program Management, Technical Expertise, Business Acumen, Customer Relationship Management, Consulting, Portfolio Management, Cross-Functional Team Leadership, Microsoft Azure, M365, Retention Strategies, Churn Analysis

Industry

Software Development

Description

Overview Are you the tech-savvy, cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieve the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real? As a 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. This role is flexible in that you can work up to (50%- 75%) from home. 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. 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. Find out more about our culture and values, and the environment you will be working in. Responsibilities 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 meet 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 an Understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue. Qualifications A consummate relationship builder with a clear on focus on outcomes that benefit both Microsoft and our customers, some of the key skills, knowledge and abilities that you will be able to demonstrate include: Extensive experience in a customer success, solution delivery, practice management, customer-facing consulting, or portfolio management role Significant experience driving cloud adoption and customer value realisation using Microsoft Azure, M365, or a similar cloud platform (e.g., AWS, Google, etc) Experience applying ITIL/ITSM practices in enterprise customer environments A background managing end‑to‑end delivery for enterprise customers, including orchestrating cross‑functional technical teams and engaging directly with customer stakeholders to achieve agreed business outcomes Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification Proficiency in written, reading, and conversational English and Italian Bachelors or Masters Degree in Computer Science, Business or related field OR equivalent experience 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 Senior Customer Success Account Manager will support foundational relationships with key customer stakeholders and lead the delivery of customer success initiatives. They will align customer objectives with Microsoft’s portfolio and ensure ongoing customer success through effective program management.