Senior Customer Success Account Manager

Overview

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.

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 achieving 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.

This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

In line with our Flexible Work approach, for roles at Microsoft Germany, we recommend spending at least two days per week in the office or at the customer site.

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.

Responsibilities

• Customer Relationship Management: 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: Listen to conversations with customers and begin to align objectives with the current Microsoft portfolio of work in the customer account. 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: 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. Initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopt the organizational and customer success strategy and ensure alignment of Microsoft technology and services with customer goals and objectives. 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 take action to drive usage while developing and leveraging an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.

Qualifications

Required Qualifications (RQs)

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND several 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 several years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience

Preferred Qualifications (PQs)

• Several years relevant work experience within customer industry (manufacturing)
• Comfortable operating at pace and anticipating customer needs, particularly within manufacturing environments where procurement urgency and solution availability directly impact customer success.
• Experience in requirements engineering, translating customer business objectives into clearly defined deliverables
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g. Azure, M365, Security) AND/OR Knowledge of modern cloud delivery and operation methodologies (e.g. DevOps, SAFe, Scrum)

Key skills/competency

• Customer Success Management
• Account Management
• Cloud Computing
• IT Service Management
• Relationship Management
• Strategic Planning
• Delivery Management
• Business Acumen
• Customer Relationship Management
• Technical Expertise