Microsoft
Customer Success Account Manager
Microsoft, Little Ferry, New Jersey, us, 07643
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.As a Customer Success Account Manager, you would be responsible for developing, maintaining, and building upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships. Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. 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. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Leads the execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption.This role is flexible in that you can work up to 100% from home.Responsibilities
Customer Relationship ManagementLearns customer, partner, and internal stakeholder engagement models. Supports 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. Manages customer relationships beyond the current Unified Support contract owners with a focus on understanding business objectives and roadmaps.Learns how to identify, navigate, and communicate with key customer technical stakeholders at different levels. Learns how to guide and lead conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Learns how to map internal roles to customer priorities to action the needs of customers. Learns how to develop key internal stakeholder relationships.Technical RelevanceGrows technical aptitude and industry awareness to translate customer interactions into customer business impact and value.Customer Success LeadershipListens to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account. Understands the organizational and customer success strategy. Understands Microsoft technology and services. Participates in account team planning, learning to identify 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 customers to design programs of work.Supports 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. Learns and begins to apply the use of Microsoft delivery management methodologies, processes, and tools to assess customer operational health. Supports the identification and mitigation of customer blockers by leveraging Microsoft solutions and services, and the development of deliverable programs of work with guidance from more experienced colleagues. 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. Supports escalation management and communications for delivery programs in the customer account.OtherEmbody our culture and valuesQualifications
Required/Minimum QualificationsBachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 1+ year(s) work or internship experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management OR equivalent experience.Additional or Preferred QualificationsBachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.1+ year(s) relevant work experience within customer industry.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.Microsoft is an equal opportunity employer. Consistent with applicable law, 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.
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Customer Relationship ManagementLearns customer, partner, and internal stakeholder engagement models. Supports 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. Manages customer relationships beyond the current Unified Support contract owners with a focus on understanding business objectives and roadmaps.Learns how to identify, navigate, and communicate with key customer technical stakeholders at different levels. Learns how to guide and lead conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Learns how to map internal roles to customer priorities to action the needs of customers. Learns how to develop key internal stakeholder relationships.Technical RelevanceGrows technical aptitude and industry awareness to translate customer interactions into customer business impact and value.Customer Success LeadershipListens to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account. Understands the organizational and customer success strategy. Understands Microsoft technology and services. Participates in account team planning, learning to identify 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 customers to design programs of work.Supports 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. Learns and begins to apply the use of Microsoft delivery management methodologies, processes, and tools to assess customer operational health. Supports the identification and mitigation of customer blockers by leveraging Microsoft solutions and services, and the development of deliverable programs of work with guidance from more experienced colleagues. 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. Supports escalation management and communications for delivery programs in the customer account.OtherEmbody our culture and valuesQualifications
Required/Minimum QualificationsBachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 1+ year(s) work or internship experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management OR equivalent experience.Additional or Preferred QualificationsBachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.1+ year(s) relevant work experience within customer industry.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.Microsoft is an equal opportunity employer. Consistent with applicable law, 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.
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