Customer Success Account Manager

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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.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

The Customer Success Account Manager builds and executes shared plans with customers. The CSAM will manage customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. The CSAM will enable customers to use their benefits effectively and will provide direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. The CSAM will set priorities for Microsoft to contribute to the customer’s success in those areas and will plan the delivery of services to achieve success criteria for top priority solutions and workloads. Lastly, the CSAM will provide 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 and will develop and execute technical skilling plan to build technical expertise aligned with customer and business priorities.

This role is flexible in that you can work up to 100% from home.

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.

Required Qualifications:

• 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 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 equivalent experience.

Preferred Qualifications:

• 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 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.
• 3+ years 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.
• Project Management Institute (PMI) or equivalent Project Management certification.
• Prosci or equivalent certification.
• Leadership: Effective communication skills, executive presence, and confidence in varying customer situations. Ability to lead teams comprised of Microsoft, Partner, and Customer resources.
• Relationship Building: Demonstrated success in building relationships with senior customer executives in large or highly strategic accounts. Ability to manage various stakeholder relationships and get consensus on solutions/engagements.
• Program Management: Excellent skills in planning, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail. Accountable for the development and execution of a cross-cloud consumption plan and operational health of customer solutions.
• Collaboration and Communication: Demonstrated success in driving decisions collaboratively, resolving conflicts, and ensuring follow-through. Effective presentation skills and comfort with both large and small audiences and various levels of management.
• Technical Acumen: Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred. Understanding of partner ecosystems and ability to leverage partner solutions to solve customer needs preferred.

Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 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 $133,700 - $219,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until December 18, 2024.

Customer Relationship Management:
- You will develop and coach on engagement strategies for customers, partners, and internal stakeholders.
- You will establish and enhance relationships with key stakeholders (internal and external) to ensure successful solution delivery.
- You will expand relationships beyond current contracts by aligning Microsoft strategies with customer priorities.
- You will strive to achieve “Trusted Advisor” status with key customer executives

Technical Relevance:
- You will align Microsoft solutions with customer needs, leveraging expertise in Azure, Modern Work, Dynamics, and industry knowledge.
- You will identify and address complex customer scenarios by collaborating with technical specialists.
- You will drive Microsoft''s position in the customer''s cloud technology marketplace.

Customer Success Leadership:
- You will demonstrate alignment between customer objectives and Microsoft's portfolio.
- You will promote organizational and customer success strategies.
- You will lead program planning, prioritization, and management to address customer outcomes.
- You will proactively identify and mitigate customer blockers, leveraging Microsoft solutions and services.
- You will proactively surface value, which in turn will lead to a high retention rate on customer renewals
- You will identify opportunities for growth and adoption, aligning Microsoft offerings with customer objectives.

Other:

• Embody our culture and values