AdressWith 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, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
As a Senior Customer Success Account Manager, you are the primary delivery and operations lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. Our focus is the Telco, Retail and Energy industries. By leveraging your business acumen, industry perspectives and technical insights you will be responsible for the end-to-end post sales delivery across the Microsoft and Partner ecosystem, to align the right resources at the right time to achieve customer business outcomes.
Responsibilities:
Customer Relationship Management
- Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health, using partnerships with other account team leaders and lead orchestration across internal/external stakeholders.
Customer Success Leadership - Customer Strategy and Growth
- Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account
- Aligns with the account team to link Customer Success Plans with account plan priorities and develop bookable programs of work
Customer Success Leadership - Delivery and Program Management
- In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing Customer Success
Customer Success Leadership - Consumption Leadership
- Partners with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute Customer Success plans to meet them in order to manage consumption holistically across the entire portfolio
Technical Relevance
- Leverages foundational industry, technical expertise, and visionary mindset to enable Customer Success
Qualifications:
Required/Minimum Qualifications
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND experience in Customer Success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND demonstrable experience Customer Success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR equivalent experience
- Business acumen and extensive experience of driving value based business dialogues
- 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 Change Management certification
Additional Preferred Qualifications
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND expertise in Customer Success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND extensive experience in Customer Success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR equivalent experience
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
