Customer Success Account Manager

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Join Microsoft’s US Public Sector Industries DIB Team—where mission meets innovation.

The Defense Industrial Base (DIB) Operating Unit (OU) is a newly formed team with a bold mission: to consolidate, simplify, and accelerate Microsoft’s presence across the DIB landscape. This expansive network includes over 100,000 organizations specializing in manufacturing, aviation, cybersecurity, and more—all united in their support of all Federal Agencies, including the U.S. Department of Defense and other mission-based intelligence and civilian organizations.

Our team is dedicated to empowering these commercial contractors throughout their digital transformation journey—from envisioning new possibilities to delivering secure, scalable solutions that drive mission outcomes, elevate customer experience, and fuel Microsoft’s growth.

The DIB OU will directly manage and accelerate strategic and major DIB accounts across Microsoft Customer and Partner Sales Group (MCAPS) Americas, while also enabling growth across other OUs and Small and Medium Enterprises and Channel (SME&C). We’re building new relationships, transforming legacy operations, and helping our customers modernize with confidence.

The DIB OU is currently looking for an Customer Success Account Manager to join the team.

As a Customer Success Account Manager (CSAM), you will be the delivery leader in our account team and a strategic partner to our customers. You are responsible for execution against our Customer Success Contracts and orchestration of cross-functional programs that deliver customer value and enable transformational customer outcomes. This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

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 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.

Other Requirements:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• 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 customers 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.

Preferred Qualifications

• Bachelor'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 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.
• The ability to obtain and maintain a United States Security Clearance.

#MCAPSA

Customer Relationship Management

• Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders (e.g., Account Executive, Account Technology Strategist) and with guidance from colleagues. Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.

• Gathers information on the business and Information Technology objectives for customer organizations, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.

Account Planning

• Drives conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Challenges the customer, collaboration with other account team leaders, by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change. Supports account planning and advocates for change internally to help customers transform to modern digital approaches.

• Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Creates opportunities for support contract renewals, partners with sellers lead to upsell, and transition to Unified Support by aligning to local growth goals across solution areas. Supports the efficiency targets of their portfolio through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.

Opportunity and Pursuit Management

• Captures, communicates, and brings forward recommendations from customer insights to sellers in identifying and producing opportunities (e.g., add-ons, cloud consumption, renewals). Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Proactively seeks opportunities to develop the value of support and expand offerings by communicating the customer value to an internal audience. Directly enables cloud consumption revenue through consumption planning.

Consumption and Delivery Execution

• Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations. Leads complex internal Microsoft technical/sales teams or partners to address (e.g., involving large number of teams, multi-technology), using a breadth of technical knowledge to identify a broad set of internal teams and ensure progress across solution areas. Identifies and mitigates blockers to customer success goals.

• Leads and is accountable for the direction of solution deliveries and secures resources to deliver on customer obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations (e.g., global, high-revenue generation, complex transformation, strategic accounts) across the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations. Analyzes and leverages support-related feedback across a practice area and recommends solutions to drive continuous process improvement.

Technical Skilling

• Leverages intermediate technical expertise to act as a technology advisor and visionary. Connects business to technology. Speaks to necessary technology, solutions, and services for specific customer scenarios. Contributes to forecasts of resource needs and timing to help removes obstacles. Leverages experience as a practitioner of technology across one cloud area from design through operations and within another cloud workload/area to lead program governance and execution oversight. Leverages experience leading large, multi-stream technology projects from design to production to help anticipate changes that could affect key projects.

Other:

• Embody our culture and values