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Customer Success Account Manager
2 weeks ago
With over 17,000 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.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
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.
**Responsibilities**:
Customer Relationship Management
- Creates strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO]), partners, and technical professionals through a team of more junior Customer Success Account Managers (CSAMs) to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive, Account Technology Strategist). Drives accountability for top-tier customer relationships. Expands and ensures strategic customer and partner relationships beyond the current support contract owners to ensure relationships exist to build the plan with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.
- Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer needs and is accountable for the creation of shared plans to support outcomes that are specific to the customer and common to the industry. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects across multiple planning horizons. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. 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
- Cultivates the image of Microsoft as a valued business partner by aligning the vision for Microsoft's offerings with customer's overall business and Information Technology objectives, as well as future industry needs, to balance strategic priorities across short-term, mid-term, and long-term objectives. Develops multiple complex programs and identifies executive sponsors for a contract and prioritizes engagements across solution areas to address strategic outcomes and drive customer success, taking into account deep insights about the industry as well as the customer. Challenges the customer and influences them to commit to major change efforts by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change, as well as insights from competitors. Supports account planning and acts as a change agent for the practice and advocates internally to help customers transform to modern digital approaches.
- Takes a leadership role in a global team to plan a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads globally. Ensures there is a robust consumption plan as part of account plan. Leads development of consumption plan. Leads support contract renewals and transformation, aligns with local growth goals, scopes opportunities, and develops net new customer acquisition strategies or add-on business for some of the most challenging and complex customers (e.g., global, high-revenue generation, complex transformation, strategic accounts) in partnership with Sales and Account teams across solution areas. Manages multiple complex oppor
